Manager, Technical Implementations

Second Nature

1d • Remote

About The Position

As the Manager, Technical Implementations, you’ll lead a team of Technical Implementation Managers responsible for customer onboarding, implementation execution, technical configuration workflows, and activation readiness. You’ll provide hands-on coaching, support operational consistency, help resolve customer escalations, and partner cross-functionally with Sales, Product, Operations, Engineering, Support, and Customer Success to ensure smooth and scalable implementations. This role is centered around leading high-performing onboarding teams, driving operational excellence, refining implementation processes, and ensuring customers are guided confidently from onboarding through activation and long-term success. You’ll play a critical role in helping Second Nature scale implementation operations while maintaining a high-quality customer experience. We’re building an inclusive, collaborative, and high-performing team that thrives on empathy, accountability, and continuous improvement. If you enjoy leading through ambiguity, building scalable processes, and helping teams deliver exceptional customer experiences, you’ll fit right in here.

Requirements

• 3+ years of experience managing onboarding, implementation, technical account management, or customer-facing delivery teams in a fast-paced SaaS, PropTech, or tech-enabled environment.
• Strong track record of guiding customers from discovery through activation while balancing customer experience, operational execution, and team development.
• Passionate about building scalable onboarding workflows, coaching high-performing teams, and driving measurable customer outcomes through operational excellence.
• Comfortable leading both technical and non-technical conversations and can help teams confidently translate customer needs into effective onboarding strategies and workflows.
• Adept at setting expectations, resolving stakeholder misalignment, and building credibility through strong communication and emotional intelligence.
• Thrive in evolving environments - anticipating challenges, solving problems proactively, and helping teams stay focused and aligned through change.
• Value collaboration deeply and enjoy partnering across Sales, Product, Engineering, Operations, Support, and Customer Success to deliver exceptional customer experiences.
• Committed to building inclusive, high-trust teams that balance operational rigor with empathy and accountability.

Nice To Haves

• Experience with property management platforms such as AppFolio, Yardi, Buildium, or Propertyware.
• Experience with onboarding automation platforms, CRM systems, or AI-enabled operational workflows.
• CAPM or PMP certification.
• Experience scaling onboarding or implementation operations within high-growth SaaS or PropTech organizations.
• Familiarity with integrations, system configuration workflows, or technical onboarding processes.

Responsibilities

• Lead and develop a team of Technical Implementation Managers through hands-on coaching, accountability check-ins, and performance feedback.
• Ensure smooth customer transitions from discovery through activation and customer handoff, clarifying ownership and accountability throughout the onboarding lifecycle.
• Set and track key operational KPIs such as activation rates, onboarding timelines, CSAT, implementation health, and TTV.
• Standardize and refine implementation workflows, onboarding playbooks, and operational processes to improve scalability and consistency.
• Support your team in conducting effective discovery sessions that uncover customer goals, technical requirements, operational workflows, and onboarding risks.
• Guide teams through implementation strategy discussions including system configurations, integration workflows, data mapping, and onboarding best practices.
• Act as an escalation point for complex onboarding challenges, implementation blockers, and high-priority customer issues.
• Ensure implementation quality through testing validation, QA oversight, and launch readiness reviews prior to customer go-live.
• Collaborate closely with Sales, Product, Engineering, Operations, Customer Success, and Support to align onboarding expectations and deliver a seamless customer experience.
• Help improve operational visibility through dashboards, CRM workflows, automation tooling, and AI-enabled process improvements.
• Encourage operational ownership, accountability, and continuous improvement across the Technical Implementations team.
• Stay visible, accessible, and empathetic - especially during periods of ambiguity or rapid growth - helping your team navigate change with confidence and clarity.

Benefits

• Medical, Dental, Vision, Life Insurance, & 401K Plan
• Open PTO and sick days
• Training: A supportive team to help you grow your career and unlock your full potential

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed