Job Overview
Location
Remote, USA
Job Type
Full-time
Category
Product Management
Date Posted
May 26, 2026
Full Job Description
đź“‹ Description
- • Lead and optimize the end-to-end customer onboarding experience for enterprise clients using Second Nature’s Resident Experience Platform, ensuring seamless adoption and rapid time-to-value.
- • Develop and implement a best-in-class onboarding strategy aligned with company objectives, customer success metrics, and scalable growth goals.
- • Identify inefficiencies in current onboarding workflows and redesign them into repeatable, automated processes that reduce manual effort while maintaining personalized customer engagement.
- • Collaborate cross-functionally with Sales, Product, Customer Success, and Support teams to align onboarding goals, resolve transition bottlenecks, and ensure consistent customer messaging.
- • Design segmented onboarding programs tailored to different customer types, including property managers and institutional investors, to maximize feature adoption and satisfaction.
- • Leverage AI and automation tools to scale onboarding operations without sacrificing customer experience, eliminating redundant tasks and improving operational efficiency.
- • Establish and monitor key performance indicators including time-to-value, activation rates, customer satisfaction (CSAT), and Net Promoter Score (NPS) to measure onboarding success.
- • Recruit, mentor, and develop a high-performing onboarding team, fostering a culture of excellence, accountability, and continuous professional growth.
- • Serve as the primary voice of the customer within the organization, gathering and synthesizing feedback from new clients to drive product and process improvements.
- • Build scalable implementation frameworks that reduce complexity for enterprise clients and enable consistent delivery across geographies and customer segments.
- • Translate data insights into actionable business cases that inform strategic decisions, improve customer retention, and increase expansion opportunities during the onboarding phase.
- • Maintain a bias for action by taking ownership of critical onboarding initiatives, diving into operational details when needed, and driving projects to completion with urgency and precision.
- • Champion first principles thinking by reimagining legacy onboarding systems rather than incrementally improving them, ensuring the platform evolves with customer needs.
- • Influence cross-functional executives and stakeholders to prioritize onboarding initiatives, secure resources, and align organizational goals around customer activation and success.
- • Ensure all onboarding activities reflect Second Nature’s core values: high standards, continuous improvement, and customer obsession.
- • Report directly to the Chief Operating Officer and serve as a key leader in scaling the company’s customer success infrastructure as it grows from 250+ to a much larger team.
🎯 Requirements
- • 5–7 years of experience leading onboarding, process improvement, or customer success operations with a proven track record of scaling departments
- • 3+ years of experience directly managing and developing high-performing teams with emphasis on mentorship and career pathing
- • Deep expertise in designing and deploying scalable implementation frameworks that reduce time-to-value for complex enterprise clients
- • Highly proficient in data manipulation and business intelligence, translating data into actionable operational efficiencies
- • Proven experience in process mapping and optimization, transforming fragmented workflows into world-class standards
- • Exceptional communication and stakeholder influence skills to align Product, Sales, Engineering, and Customer Success executives
🏖️ Benefits
- • Medical, Dental, Vision, Life Insurance, & 401K Plan
- • Work remotely from anywhere in the US
- • Open PTO and sick days
- • Supportive team and training to help grow your career and unlock your full potential
- • Opportunity to join a fast-growing startup at the ground floor of an emerging category
- • Diverse, inclusive culture that embraces employees from all backgrounds with openness and respect
Skills & Technologies
Remote
About Second Nature Health Inc.
Second Nature Health delivers an evidence-based digital program for sustained weight loss and type 2 diabetes remission. Combining registered dietitians, health coaches, and AI-driven behavior-change tools, the platform provides personalized nutrition, physical activity, and psychological support. Clinically validated in partnership with the NHS, the service integrates with wearable devices and electronic health records to track biomarkers and deliver real-time feedback, aiming to reduce long-term healthcare costs for insurers and employers.
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