# Manager, Implementations

**Company:** [Second Nature](https://hotfix.jobs/companies/second-nature)
**Location:** Remote
**Role:** Customer Success
**Salary:** $100k – $120k/yr
**Experience:** 5+ years
**Skills:** yardi, appfolio, buildium, Gong, CRM, automation platforms, AI Tools, Dashboards, csat, time to value
**Posted:** 2026-08-12

> Leads a team of Implementation Managers responsible for guiding clients from discovery through activation and handoff. The role requires 5+ years managing implementation or onboarding teams, experience with high-volume deployments, KPI-driven operations, and strong cross-functional leadership.

## Job Description

## Responsibilities
- Lead and develop a team of Implementation Managers through hands-on coaching, accountability check-ins, and performance feedback.
- Ensure smooth client transitions from discovery through activation and handoff, clarifying team ownership at each stage.
- Set and track KPIs such as activation rates, CSAT, and time to value using dashboards to inform proactive adjustments.
- Standardize and refine implementation workflows for consistency and efficiency across customer segments.
- Support in-depth discovery to surface client goals and blockers and develop clear onboarding strategies.
- Handle high-priority client escalations directly to maintain trust and satisfactory outcomes.
- Collaborate with Sales, Product, Operations, Engineering, Legal, and Client Success to ensure unified messaging and smooth implementations.
- Guide client training on product value and best practices to drive feature adoption and retention.
- Ensure the team leverages CRMs, automation platforms, and AI tools to streamline delivery and data visibility.
- Encourage Implementation Managers to own key process areas and foster accountability and team cohesion.
- Support the team through ambiguity with visibility, accessibility, empathy, and confidence.

## Requirements
- 5+ years of experience managing Implementation or Onboarding teams, ideally in fast-paced, tech-enabled, or PropTech environments.
- Experience guiding clients from discovery through activation and handoff.
- Deep experience with high-volume implementations in a fast-paced environment.
- Ability to design scalable workflows, coach teams, and deliver strong client outcomes against activation and satisfaction KPIs.
- Experience building skills through mentorship, structured onboarding, and soft-skills enablement.
- Ability to use dashboards and qualitative feedback to improve performance.
- Cross-functional collaboration skills across Sales, Product, Operations, Engineering, and Customer Success.
- Strong expectation-setting, stakeholder management, problem-solving, and emotional intelligence.
- Ability to thrive in evolving environments and maintain composure when priorities shift.
- Commitment to building inclusive, high-trust teams.

## Nice-to-Haves
- Experience with property management platforms such as Yardi, AppFolio, or Buildium.
- Familiarity with Gong and CRM or automation systems.

## Compensation and Benefits
- Annual salary range of $100,000–$120,000.
- Comprehensive medical, dental, vision, and life insurance.
- 401(k).
- Open PTO and sick day policy.
- Remote-first work with company-wide in-person summits twice a year; travel is covered.

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