Second Nature

Own end-to-end delivery of GRI initiatives, collaborating with stakeholders and vendors to achieve outcomes. | 4+ years of product management experience, experience with file transfer processes, and ability to operate in a fast-paced environment. | 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 250+ 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 Are you used to working with an engineering counterpart / team, knocking out incremental enhancements? That’s not this role. Are you used to writing user stories, detailing acceptance criteria, and contributing to sprint ceremonies? That’s also not this role. We are seeking an experienced Product Manager who will be responsible for owning strategic initiatives for the extremely fast-growing and highly visible “resident benefit” of Group Rate Internet (GRI). You’ll sit within the product & technology org and report to the head of Group Rate Internet. As initiative owner (think Initiative → Epic → Story hierarchy) you will be the responsible party to ensure specific outcomes are achieved within a timely manner. For example, for a given initiative, you will likely: Discovery: personally own, identifying the problems to solve & needs to address Definition & Design: heavily influence and lead, in partnership with relevant cross functional team leads Development: pair with partner PMs across the organization to ensure timely execution of software solutions Delivery: personally own, in partnership with Enablement, Ops and other cross functional teams Data: personally own, ensuring targeted outcomes are achieved through a triple done approach To be clear - this is not a Program Manager, Project Manager, or Product Owner role. We are looking for someone who can identify high impact outcomes to achieve, define a solution and path forward, and ensure successful execution through complex cross functional collaboration. The ideal candidate thrives in fast-paced, high-growth environments and converts ambiguity into clear action. You are highly successful and drive outcomes whether working independently or collaborating with cross-functional teams. You are adaptable and flexible—able to dive into technical details or step back to shape product strategy. You’ll bring a decisive, “get-it-done” mindset, proactively unblocking teams and driving outcomes without hand-holding. You excel at transforming bespoke requests into scalable patterns and frameworks that reduce long-term complexity. You communicate crisply across functions and align stakeholders quickly. You balance speed with rigor—shipping iteratively while protecting quality, reliability, and customer impact. You demonstrate resilience, ownership, and sound judgment, prioritizing business value over process for process’s sake. Key Responsibilities Own the end-to-end delivery of GRI-related initiatives, ensuring scalable solutions and successful customer adoption. Partner with the head of GRI in crafting a product roadmap that spans not only product & tech, but also operations, support, finance, and other key teams. Work closely with internal stakeholders (operations, engineering, customer success, partnerships, support, and others) to understand workflows, pain points, and needs that translate into actionable requirements. Work closely with third party vendors to perfect current systems and deliver exceptional resident experiences. Monitor and report on key business and product metrics. Navigate competing priorities to deliver on outcomes rather than solutions. Be the “go to” for partner PMs, development teams, internal stakeholders, and third party vendors for Group Rate Internet. About You 4+ years of product management experience, preferably in PropTech. Experience with file transfer processes and interacting with third party vendors and their own internal operations. Ability to thrive in a fast-paced, high-growth environment; converting ambiguity into clear action while protecting quality. Bring a decisive, “First Principles” mindset proactively unblocking teams and driving outcomes while collaborating closely with partners. Ability to communicate crisply across functions (engineering, partnerships, customer success) and align stakeholders quickly. Have an empathetic mindset when seeking out pain points and needs. Expected Outcomes By end of month 1: Understand the core mission of Group Rate Internet and how it fits within the Second Nature product suite Be able to speak high level on the core concepts across the end to end Group Rate Internet experience Understand and have established relationships with core GRI stakeholders across Second Nature Contribute to planning ceremonies, and be conversant in tools including JIRA, Confluence and other relevant product management software packages Have taken ownership over one net new initiative By end of month 3: Understand the minutiae of key triggers that impact the end to end GRI experience Have successfully delivered the net new initiative assigned month 1 alongside inherited inflight projects Have taken full ownership over a minimum of 4 top-priority GRI initiatives Fully contribute to GRI Core planning through data-driven decision making, influencing prioritization and establishing initiative-specific roadmap Own and contribute to GRI updates to cross functional teams and senior stakeholders Have identified at least one area for internal optimization Have improved at least 1 area in the PM Skills Matrix By month 6 and beyond: Be a SME for GRI at Second Nature, offering a complete understanding of the e2e product experience Have successfully delivered on all H1 outcomes, including stretch goals Have defined and maintain a 1-year roadmap for technology supporting Group Rate Internet Maintain a suite of business and product metrics for which they regularly make data-driven product decisions Have created raving fans from our internal stakeholders across sales, implementation, customer success, and support Where possible, have modernized our ISP partners eliminating core challenges existing today Create and present updates to senior leadership and stakeholders Have improved at least 3 areas in the PM Skills Matrix 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. Remote Work Statement This is a remote-first, work-from-home position with required bi-annual in-person company meetings in January and July (business travel covered by Second Nature). You must be available during scheduled working hours, with a distraction-free work environment and reliable high-speed internet. 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 🤩 Culture: Diverse, inclusive, supportive, and growth-focused 🚀 Growth: Be part of a fast-growing team building a new category and making a real difference 💻 The Product: Award-winning, customer-loved platform that truly delivers on our mission 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.

Lead and manage a platform engineering team responsible for building and maintaining scalable, secure, and reliable infrastructure and tooling. | Over 10 years of software or platform engineering experience, with at least 3 years managing engineering teams, deep expertise in CI/CD, Kubernetes, cloud environments, and security. | Today, we live in a world where everything has become convenient. Now you can get a ride anywhere, buy anything, and get an answer to your 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, investors, and managers. 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. Engineering Manager - Platform We’re looking for a strong Engineering Manager to lead our platform team combining deep technical capability with strong leadership skills. In this role, you’ll lead a team responsible for building and maintaining the infrastructure, CI/CD pipelines, observability systems, and security foundations that enable our engineering organization to ship reliable, scalable software efficiently. Reporting to the VP of Engineering, you’ll set technical direction, mentor engineers, and remain hands-on with our cloud-native stack to drive best practices across DevOps, reliability, and platform scalability. This role will also be responsible for platform-enablement initiatives to introduce better engineering practices across our teams through improved tooling, testing and deployment strategies for our systems. This is a high-impact, hands-on leadership role for someone passionate about platforms, developer experience, automation, and reliability. Key Competencies Team Leadership & People Management Manage and mentor a high-performing platform engineering team (3-4 engineers). Conduct 1:1s, set career development plans, and foster a culture of ownership and learning. Attract and retain top platform engineers. Guide the team through prioritization, incident response, and iterative improvement of systems and practices. Platform Engineering & Technical Execution Lead design and implementation of scalable CI/CD pipelines, infrastructure automation, build and deployment strategies, authentication and authorization flow capabilities and developer tooling. Stay hands-on with cloud-native systems (ECS, Kubernetes, Terraform, AWS/GCP) to ensure performance, security, and reliability. Drive improvements in observability—metrics, logging, tracing—to enhance visibility across systems. Champion security-first engineering across deployment workflows, identity, and access management. Enforce coding, monitoring, and reliability standards across environments. Collaboration & Technical Strategy Partner with Product and Application Engineering leaders to ensure the platform supports product velocity and reliability. Collaborate with Security and Compliance to uphold best practices in infrastructure hardening and data protection. Communicate the value of platform initiatives clearly to technical and non-technical stakeholders. Help define and evolve our cloud and DevOps strategy to meet the demands of scale and resilience. About You 10+ years of software or platform engineering experience. 3+ years managing a team of DevOps, platform, or infrastructure engineers. Deep expertise in CI/CD systems (GitHub Actions, ArgoCD, etc.), observability stacks (Grafana, Prometheus, OpenTelemetry), and infrastructure-as-code (Terraform, Helm). Proven experience operating Kubernetes in production and building secure, scalable cloud environments. Strong understanding of modern security practices, incident management, and SRE principles. Clear, empathetic communicator with experience influencing across functions. Comfortable working 8–5 EST and collaborating across distributed teams. BONUS: Experience in developer platform architecture, self-service infrastructure, or PropTech / B2B2C SaaS platforms. 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) AI Innovation We're thrilled about the transformative potential of AI innovation and its ability to drive progress at Second Nature. As we continue to explore and integrate AI into our workflows, we’re eager to learn how you’ve embraced and implemented AI in your professional journey. In the interview process, we look forward to hearing about your experiences and exploring how we can collectively leverage AI technology to accelerate our growth. 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 The anticipated annual salary for this role is approximately $180,000 - $200,000K, pending final budget and candidate qualifications. This role does not have any variable compensation. The salary range does not reflect total compensation, which includes base salary, benefits, and company stock options. 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.

Design and execute digital client success strategies to improve onboarding, retention, and expansion for SaaS or digital platforms. | At least 8 years in customer success or related roles with leadership experience, proficiency with customer success platforms, and strong stakeholder engagement skills. | 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 220+ 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 As the Head of Digital Client Success, you will build and lead digital strategies ensuring clients achieve outcomes that drive retention, expansion, and long-term loyalty. You will define and scale the post-sales digital client strategy — from onboarding and activation to ongoing value delivery — for clients leveraging Second Nature’s platform to power resident experiences. Key Responsibilities Leadership & Strategy Own the full digital client success strategy and roadmap, aligning with company goals for adoption, retention, and growth. Partner with the Client Experience leadership team to define success metrics, client segmentation, and growth objectives. Client Journey & Experience Design and optimize scalable success frameworks for onboarding, adoption, and ongoing value delivery across all customers. Develop digital first client experiences that connect ROI to segmented stakeholders. Create outreach campaigns which drive clients to educational resources and deeper engagement with their Client Success Managers. Implement repeatable playbooks to improve product adoption, usage, and measurable ROI for clients. Champion the voice of the customer — translating insights into strategic actions across cross-functional teams. Operational Excellence Establish success KPIs (e.g., activation rates, retention, expansion, NPS) and implement dashboards/reports to monitor performance trends. Build automated triggers for CSMs based on the client journey leveraging our client success platform. Drive predictive health scoring and early-warning systems to proactively mitigate churn. Create measurable outcomes from digital strategies to reduce labor costs associated with account management and drive revenue growth. Lead continuous process improvement initiatives to enhance efficiency and customer outcomes. Cross-Functional Collaboration Collaborate closely with the CX Operations team to properly scope and deploy tooling that overlaps with human led activities. Influence product development with qualitative and quantitative customer insights. Work closely with Product, Marketing and Sales teams to ensure consistency with message and intended client outcomes. About You Experience & Skills 8+ years of experience in Customer Success, Client Services, or related roles with at least 3 years in a leadership position. Proven track record of scaling customer success teams and driving measurable impact in adoption, retention, and revenue growth. Demonstrated ability to build and execute strategic playbooks in a SaaS or digital platform environment. Strong experience using customer success platforms (e.g., Totango, HubSpot, Salesforce) and analytics tools to inform decision-making. Client success platform ownership experience required. Strong communicator and relationship builder with experience engaging with C-level stakeholders. Leadership & Mindset Inspires teams with a customer-first mentality and fosters a culture of accountability, curiosity, and continuous improvement. Data-driven, metrics obsessed, and comfortable setting priorities in a fast-paced startup environment. Collaborative leader who thrives on cross-functional partnership and solving complex business problems. 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 vital 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 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 7 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 and unlock your full potential 🚀 Growth: The opportunity to get in on the ground floor of a fast-growing startup 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.

Own end-to-end user experience design for financial and property management products, including research, wireframing, and collaboration with cross-functional teams. | 5+ years in product design or UX, proficiency with Figma and UX research tools, experience in fintech or financial services, and strong collaboration skills. | 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're looking for a Senior UX Designer to join our product trio as an equal partner alongside product management and engineering. You'll own the end-to-end experience for your product area—from discovery and research through prototyping, implementation, and working with the PM to measure UX outcomes. This role requires strong product thinking combined with mastery of core UX and UI fundamentals. You'll report to the Director of UX but take leadership on conducting user research and usability testing to understand customer problems and validate solutions. You'll create high-fidelity wireframes, prototypes, and UI designs that meet accessibility standards and maintain visual consistency. And you'll partner closely with product managers and engineering leads to shape product strategy, prioritize features based on user insights, and ensure quality through implementation. You'll build effective relationships with stakeholders across the business, communicate design decisions clearly, and contribute to how the team measures success through KPIs and metrics. If you thrive on ownership, have a sharp eye for detail and want to shape experiences that create real value for Property Managers and Residents, we'd love to meet you. ⭐ What You’ll Do Lead UX on financial products and property manager experiences Propose the design vision and execution strategy for all user experiences involving financial tech. Own user flows for the customization of the property manager experiences in Resident Experience Platform (RXP). Deliver a cohesive user experience for Property Managers and residents, enabling self-service, transparency, and meaningful engagement. Create exceptional digital experiences keeping in mind to collaborate cross-functionally with Customer Success, operational scalability as Second Nature grows. Set and Drive Vision Define a compelling North Star experience with UX leadership for the Resident Experience Platform, helping product managers turn company strategy into pragmatic, prioritized roadmaps. Partner with executive, product, and design leaders to ensure the digital experience is not only state-of-the-art, but truly differentiates Second Nature and accelerates adoption. Deliver Exceptional Resident Outcomes Collaborate cross-functionally with Customer Success, Implementation, and Legal teams to continually de-risk onboarding, minimize friction, and ensure every interaction is as easy and intuitive as possible. Lead continuous improvement in all digital journeys—using data and direct feedback to iterate products that drive higher resident engagement, lower support load, and improved NPS for both residents and PMCs. Peer mentorship Champion design craft with attention to detail, actively participate in design critiques and elevating design peer’s skills through feedback. As a Senior UX Designer, conduct knowledge shares about UX best practices at Design shareouts to elevate the team’s UX skillsets Champion the Triple Win Ensure every upgrade and launch on the platform creates wins for Residents, Property Managers, and Owners. From onboarding, to self-service, to ongoing community features, your team’s work will power “wow” moments and measurable business value. Measure and Optimize Together with the PM; define, track, and evangelize key operational and customer metrics— task completion rates, digital engagement KPIs, time-to-live/onboarding, NPS, etc. Use insights to iterate design strategy, drive scalable best practices across teams, and champion a culture of outcome-focused product leadership. Key Outcomes for the First 12 Months Quarter 1: Participate in user research and identify insights to craft intuitive user flows for new financial products. Propose UX metrics to track success of the new product. Quarter 2: Improve RXP by identifying precise failure points & introducing solutions to mitigate. Propose UX metrics to track and provide recommendations to increase error-free completion for key workflows. Quarters 3 & 4: Work together with UX leadership to craft a North Star design strategy for RXP, considering opportunities to improve every interaction for the resident, property manager or investor. 📝 Preferred Qualifications 5+ years experience in product design or UX, designing in an agile development environment Proficiency with design tools like Figma and UX research tools like Maze, usertesting, etc Strong user empathy, with a passion for how your designs will impact them Strong understanding of accessibility in design Previous experience working in Fintech and financial services and products Experience with user research methodologies and usability testing Excellent communication and collaboration skills, with the ability to effectively present and justify design decisions. Comfortability utilizing AI, a plus if you had working experience in the application of Conversational AI A problem solver who is hungry to learn and grow outside of your comfort zone Don’t hold your biases too closely and understand when to compromise Knowledge of coding is a plus, with basic understanding of how your design decisions may affect engineering 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. AI use during the hiring process We're thrilled about the transformative potential of AI innovation and we encourage all of our team members to use AI to drive progress at Second Nature. We hope that you’ve been able to leverage it to refine your resume and if applicable, polish your portfolio. That said, we ask that you don't use AI during interviews. We want to hear your ideas, understand how you think, and get a feel for what it'd be like to work together. That's hard to do through a filter. We're excited to meet you! Remote Work Statement This is a remote-first, work-from-home position. At Second Nature, we see remote work as a core part of our company's identity and success. We're dedicated to building a remote culture that promotes collaboration and strong connections. To join our team and succeed in this remote environment, you will be expected to: Be present and engaged during your scheduled working hours. This role requires someone who can work EST hours. Work from a quiet, professional, and distraction-free space. Have a dependable high-speed internet connection that supports video calls, as we operate with cameras on by default. Attend our bi-annual company-wide in-person meetings, with all business travel costs reimbursed according to company policy. 💟 Our Core Values Pirate Ship, Not A Cruise Ship: We are innovators who move quickly and decisively. Extreme Ownership: We own our results and act with integrity. Grow the Pie: We deliver real outcomes for customers and stakeholders. Massive Growth Takes Massive Growth: We seek out challenges and learn from them. Purple Heart: We normalize the rebound and value resilience. Be a Moment-Maker: We always look for ways to do the most we can. Why Second Nature? 🩺 Health First: Medical, Dental, Vision, Life Insurance, & 401K Plan 📍Location: Work remotely from anywhere in the US, working ET time zone 📆 Flexibility: Open PTO and sick days 🤩 The Product: Beyond the 7 awards and 5-star reviews, our customers love what they can do with a fully managed RBP; and residents have a better experience. 🤗 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