Job Description

Today, we live in a world where everything has become convenient. Now you can get a ride anywhere, buy anything, answer any question with just a couple clicks on your phone. Convenience isn’t a luxury, it’s an expectation.

So why not renting? It’s still a chore to get utilities set up, buy renters insurance, get air filters changed, handle pest control, and more.

That’s why we’ve built the world’s first Resident Experience Platform that makes resident onboarding, resident services, and ancillary revenue effortless for property managers.

We’re passionate about turning friction into triple win experiences for residents, property managers, and investors. That way renting can be easy and rewarding for everyone.

And now you can join us. Apply today to join 200+ passionate, creative people who strive to make a difference each day so residents, property managers, and investors all win; creating the ultimate Triple Win.

About the Role

 

We are seeking a driven, detail-oriented Partner Success Manager (PSM) to own and scale relationships with key ecosystem partners supporting our Resident Benefits Package. This role is critical to delivering on the promise of a seamless resident experience while driving partner performance and alignment with Second Nature’s operational, strategic, service, and experience expectations.

This is both an external-facing role requiring strong communication, process rigor, relationship management, and a bias toward execution as well as an internal role requiring cross-functional engagement and influence. In addition to being the primary liaison for your partners, you will be expected to surface feedback, improve performance, resolve issues, and drive joint outcomes with speed and clarity.

Second Nature is scaling fast, and our partners are a key part of that growth. This role ensures those relationships are not just maintained, they’re optimized, evolved, and set up for us to win together. If you thrive on building relationships, solving problems, and making things work better than before, this is your role.

Key Responsibilities

• Own day-to-day relationships across your partners, serving as their primary point of contact within Second Nature.
• Ensure operational excellence in service delivery, fulfillment, escalation handling, and SLAs across your partners.
• Drive partner accountability through weekly check-ins, QBRs, reporting, and aligned KPIs.
• Coordinate cross-functionally with support, sales, post-sales, product, and finance teams to manage issues, changes, and escalations.
• Document all partner processes , escalation paths, workflows, contacts, and SLAs for internal clarity and consistency.
• Optimize operations by identifying where partners can improve delivery, data sharing, or response time and work to resolve issues quickly.
• Act as the voice of the partner internally, helping inform future product and process changes based on external feedback and market trends.
• Ensure seamless resident experience by proactively working with partners to reduce friction and resolve challenges related to move-in, activation, or service delivery.
• Launch and onboard new partners by working closely with internal teams and partners to ensure successful rollout and clear documentation.

What Success Looks Like

Within 60 Days:

• Has developed strong working relationships with partners.
• Has fully documented the responsibilities, SLAs, contacts, and workflows for each partner.
• Has taken ownership of the weekly partner check-in process and continually surface improvement opportunities with solutions.

Within 90 Days:

• Has improved issue resolution times or partner SLAs in at least one key area.
• Is the internal go-to for questions and coordination related to partner process or performance.
• Has developed a quarterly partner review process to track performance and identify areas of opportunity.

Within 120 Days:

• Partner relationships are running with high consistency and minimal escalations.
• Has co-created shared goals or improvement plans with each partner.
• Has led initiatives to optimize partner performance or reduce operational burden to serve.
• Is contributing strategic recommendations for improvements to the program.

About You

• 5+ years experience in partner success, account management, operations, or vendor management, ideally with tech-enabled or service-based partners.
• Excellent verbal and written communication skills.
• Experience managing relationships across multiple stakeholders and levels.
• Highly organized with excellent follow-through and attention to detail.
• Comfortable with data, reporting, and performance metrics.
• Proven ability to work cross-functionally and solve problems in real-time.
• Startup or high-growth company experience preferred.
• Familiarity with residential services operations in the context of the property management industry (e.g., internet, utilities, home services) preferred but not required.

We get it. Requirements can sometimes hold people back from applying to a job, but don’t let that be the case here. If you believe you have the skills it takes to elevate this role, team, and company, we encourage you to apply for this role.

Our Core Values

• Pirate ship, not a cruise ship. Bias towards action.
• Massive growth takes massive growth. We embrace challenges to increase our impact.
• Grow the pie. We focus on results so our customers & their customers win. Triple Win!
• Purple heart. We put the team before ourselves.
• Extreme ownership. See something? Say something. Right the ship to get us back on course.
• Be a moment maker. We aim to shatter the status quo.

Remote Work Statement

This position is a remote-first, work from home position. Second Nature is committed to creating a culture and workplace where remote work fosters collaboration and connections and is a key part of our company story and success. To be successful in a remote work role at Second Nature you must:

• Be available during your scheduled working hours and give your full attention to the completion of your Second Nature job duties
• Have a quiet, professional, distraction-free environment in which to complete your work
• Have access to your own reliable high-speed internet connection
• Attend our bi-annual in-person company meetings (Second Nature will reimburse the cost of your business travel per company guidelines)
   

Why Second Nature?

• Health first: Medical, Dental, Vision, & Life Insurance, 401K Plan
• Location: Work remotely from anywhere in the US
• Flexibility: Open PTO and sick days
• The Product: Beyond the awards and 5-star reviews, our clients and customers love what they can do with a fully managed RBP
• Diverse, inclusive culture: We embrace employees from all backgrounds with openness and respect
• Training: A supportive team to help you grow your career and unlock your full potential
• Growth: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category
   

Second Nature is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We take action to ensure equal employment opportunities for all candidates and employees and to provide employees with a workplace free of discrimination and harassment. Our hiring decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by federal and/or state law.

#liremote

 

Job Tags

Full time, Second job, Remote job,

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