Director of Onboarding

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

The Director of Onboarding will lead and optimize the customer onboarding experience, ensuring new clients successfully adopt and derive value from our suite of products. This leader will build scalable onboarding programs, streamline processes, and enhance customer engagement, ultimately driving activations and creating raving fans.

Key Competencies & Responsibilities

• Strategic Leadership: Develop and implement a best-in-class onboarding strategy that aligns with company objectives and customer success metrics.
• Process Optimization: Identify and refine onboarding workflows to enhance efficiency, reduce time-to-value, and improve customer experience.
• Cross-Functional Collaboration: Work closely with Sales, Product, Customer Success, and Support teams to ensure seamless customer transitions and alignment on goals.
• Customer Experience: Design tailored onboarding programs for different customer segments, ensuring proactive engagement and early adoption of key features.
• Technology & Automation: Leverage automation and technology to scale onboarding efforts while maintaining a personalized touch.
• Metrics & Reporting: Establish and monitor key performance indicators (KPIs) such as time-to-value, activation rates, and customer satisfaction.
• Team Leadership: Recruit, mentor, and develop a high-performing onboarding team, fostering a culture of excellence and continuous improvement.
• Voice of the Customer: Gather feedback from new customers to identify pain points and drive improvements in the onboarding experience.
   

Key Results & Success Metrics

• Reduction in Time-to-Value: Accelerate the time customers take to realize initial value from our platform.
• Increase in Activation Rates: Improve the rate at which customers adopt and expand in the early phase of the customer journey..
• Customer Satisfaction Scores: Contribute to  high Net Promoter Score (NPS) and Customer Satisfaction (CSAT) during onboarding.
• Operational Efficiency Gains: Implement scalable processes that reduce manual effort and increase efficiency.
• Team Performance & Growth: Build a high-performing team with strong engagement and career development.
   

Qualifications & Experience

• 5-7 years in a leadership role managing onboarding or customer success teams.  
• 3+ years managing direct reports
• Experience designing and implementing scalable onboarding programs.
• Strong analytical skills and experience using customer success tools (e.g. Salesforce and Totango). 
• Excellent communication and stakeholder management skills.

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.