Senior Partner Success Manager

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.

We are seeking a seasoned, driven, detail-oriented Senior Partner Success Manager (PSM) to own and scale relationships with key ecosystem partners supporting our Resident Benefits Package and new product line. This role is critical to delivering on the promise of a seamless resident experience while driving partner performance and alignment with Second Nature’s operational, strategic, service, and experience expectations.

This is a senior, external-facing role requiring exceptional communication, strategic relationship leadership, operational rigor, and the ability to influence cross-functional teams and executives. In addition to being the primary liaison for your partners, you will be expected to surface feedback, improve performance, resolve issues, and drive joint outcomes with speed and clarity.

Second Nature is scaling fast, and our partners are a key part of that growth. This role ensures those relationships are not just maintained, they’re optimized, evolved, and set up for us to win together. If you thrive on building relationships, solving problems, and making things work better than before, this is your role.

• Lead and grow strategic relationships with key partners, serving as the senior point of contact and trusted advisor within Second Nature..

• Drive operational excellence and accountability in service delivery, fulfillment, escalation handling, and SLAs, ensuring partners consistently meet or exceed performance expectations.

• Own strategic operating rhythm through structured weekly check-ins, QBRs, reporting, and aligned KPIs.

• Lead cross-functional collaboration with support, sales, post-sales, product, and finance teams to manage issues, changes, and escalations.

• Document all partner processes, escalation paths, workflows, contacts, and SLAs for internal clarity and consistency.

• Optimize operations by identifying where partners can improve delivery, data sharing, or response time and work to resolve issues quickly.

• Act as the voice of the partner internally, helping inform future product and process changes based on external feedback and market trends.

• Ensure seamless resident experience by proactively working with partners to reduce friction and resolve challenges related to move-in, activation, or service delivery.

• Launch and onboard new partners by working closely with internal teams and partners to ensure successful rollout and clear documentation.
  

60 Days:

• Has developed strong working relationships with partners.

• Has fully documented the responsibilities, SLAs, contacts, and workflows for each partner.

• Has taken ownership of the weekly partner check-in process and continually surfaces improvement opportunities with solutions.

90 Days:

• Has improved issue resolution times or partner SLAs in at least one key area.

• Is the internal go-to for questions and coordination related to partner process or performance.

• Has developed a quarterly partner review process to track performance and identify areas of opportunity.

• Recognized as the internal subject matter expert for your partners.

120 Days:

• Partner relationships are running with high consistency and minimal escalations.

• Has co-created shared goals or improvement plans with each partner.

• Has led initiatives to optimize partner performance or reduce operational burden to serve.

• Is delivering strategic recommendations and leading initiatives that materially improve partner performance, resident experience, and program growth.
  

• 7+ years of experience in partner success, strategic account management, or strategic vendor management, with a proven track record of leading complex, high-value partner relationships in tech-enabled or service-based environments.

• 3+ years experience managing relationships across multiple stakeholders and levels.

• 2+ years working on data, producing reports, and working with performance metrics.

• Proven ability to work cross-functionally and solve problems in real-time.

• Experience in high-growth, fast-scaling environment; prior experience in PE-backed or rapidly evolving organizations strongly preferred.

• Familiarity with residential services operations in the context of the property management industry (e.g., internet, utilities, home services)

• Highly organized with excellent follow-through and attention to detail.

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 (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.

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

🤩 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

💟 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.

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.