Head of Onboarding (Director or VP level, depending on experience)

At Second Nature, our people are our greatest differentiator. To build an industry-changing business, we don’t just need talent; we need an environment where high standards, continuous improvement, and customer obsession are the default.

Excellence is not a destination — it is how we show up every day. In twenty years time, we want every single employee to look back to their time at Second Nature and say: This is where I did my very best work. Where I grew the most. Where I pushed myself beyond what was comfortable. ✨

💟 About Us

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 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

The Head of Onboarding (software implementation) 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. The incumbent will be hired as either the Director or VP of Onboarding, depending on skills and experiences. This role will report directly to the Chief Operating Officer.

⭐ What You’ll Do

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 increase 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 scalable, yet 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.

📝 About You

Core Competencies

• Analytical Rigor: Highly proficient in data manipulation and business intelligence. You don't just report data; you translate it into actionable business cases and operational efficiencies.

• AI-First Mindset: AI and automation are native to how you work, not tools you reach for occasionally. You have deployed automation in a real implementation environment, can describe exactly what changed, and know where it breaks.

• First Principles Thinking: You seek to understand the problem and build "the right way" rather than simply iterating on legacy systems.

• Bias for Action: You maintain a "strong motor" and a desire to be hands-on when a project requires deep problem-solving.

• Process Engineering: You have proven experience in process mapping and optimization. You can take a fragmented workflow and transform it into a repeatable, scalable standard. Critically, you see the Sales-to-Implementation-to-Success handoff as a systems problem, not a people problem, and you have built gates that actually stick.

• Stakeholder Influence: Exceptional communication skills with the ability to align cross-functional executives (Product, Sales, Engineering) around implementation goals.

Professional Background

• Strategic Leadership: 5–7 years of experience leading onboarding, implementation, or customer success operations, with a proven track record of scaling departments. You have compressed implementation timelines materially, not incrementally, and can describe precisely how you did it.

• People Management: 3+ years directly managing and developing high-performing teams of 15 or more, with an emphasis on mentorship and career pathing. You know what breaks when a team doubles in size and have built the management operating system to stay ahead of it.

• Program Architecture: Deep expertise in designing and deploying scalable implementation frameworks that reduce time-to-value for clients. You have operated in high-velocity environments and built the structure to sustain them.

💟 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 the world’s first Resident Experience Platform

🤗 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

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.

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.