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...