Second Nature

Customer Support

• - Supporting our members via email and over the phone throughout their Second Nature journey
• - Take full ownership of member queries from first contact through to resolution
• - Problem-solve both simple and complex queries in a clear, structured, and timely manner
• - Deliver excellent customer satisfaction by balancing empathy with efficiency
• - Handle sensitive or challenging conversations with care, escalating when appropriate

Customer Support Associate

Customer Success Manager

• Manage assigned portfolio of approximately 80-100 Property Manager customers
• Develop a strategic tailored success plan for each customer
• Ensure the highest levels of customer success and prevent churn
• Advocate for customer growth through personalized solutions
• Monitor resident engagement and provide actionable insights

Client Success Manager

Implementation Specialist

• Lead clients through the full implementation funnel: discovery → onboarding → activation → handoff.
• Conduct thorough discovery to uncover client goals, needs, and potential roadblocks; proactively handle objections.
• Deliver targeted training and hands-on guidance with Property Managers for Resident Benefits Package (RBP) setup and usage.
• Ensure clients deliver on their commitments and stay on track through the journey.
• Partner closely with Sales to ensure alignment on deliverables and expectations.
• Build trust and credibility with stakeholders at all levels; communicate tactfully and manage changing expectations.
• Manage projects end-to-end: set timelines, coordinate stakeholders, and drive accountability.
• Navigate ambiguity effectively, solving problems in fast-paced, evolving environments.
• Serve as a process consultant—building, refining, and scaling implementation workflows.
• Use tech tools (CRM, automation, AI-powered platforms) to enhance efficiency and client experience.

Implementation Manager

Program Manager

• Define and manage the Client Success & Support team automations roadmap, ensuring initiatives align with business strategy and long-term scalability.
• Identify operational inefficiencies and prioritize automation opportunities.
• Act as the subject matter expert for Client Success tooling.
• Lead the full lifecycle of Support AI initiatives including AI Voice & Chat.
• Establish and report on success metrics for all projects.
• Lead the deployment of AI-powered Support solutions.
• Spearhead client nurture initiatives including digital-first engagements.
• Design and refine workflows to reduce manual workload and improve quality consistency.
• Identify bottlenecks and recommend enhancements to leadership.
• Partner with cross-functional teams to ensure seamless adoption of new tools.
• Build feedback loops to ensure customer voice informs system development.
• Lead change management efforts ensuring effective use of operational tools.
• Maintain and evolve CX automation dashboards to track performance metrics.

Program Manager, CX Automations

• 🛠️ What You’ll Be Doing
• - Lead and develop the Customer Support team, creating a positive culture where wellbeing and professional growth are championed.
• - Maintain clear and effective processes that help the team deliver a consistent, high-quality experience across multiple products and services.
• - Work closely with internal teams including Product, Ops, and Tech to resolve service issues and feed customer insights back into the business.
• - Use data and customer feedback to identify recurring issues and opportunities to improve the customer experience.
• - Drive a culture of continuous improvement by encouraging the team to share ideas and refine how they work.
• - Manage day-to-day service delivery and ensure compliance with the requirements of NHS, partner, and B2C contracts.
• - Support the rollout of new products, processes, or services, ensuring the team is prepared and equipped to deliver.
• - Act as the point of escalation for complex service issues, safeguarding concerns, and formal complaints.
• - Maintain up-to-date knowledge resources so the team always has the right information to help customers effectively.

Customer Support Manager

Performance Marketing

• Lead Demand Channels
• Oversee ABM, integrated campaigns, paid media, co-marketing, affiliate, referral, and customer marketing programs
• Build multi-channel campaigns that generate pipeline, accelerate deals, and drive expansion revenue
• Partner with Sales and RevOps to align programs with our Total Addressable Market coverage, SLAs, and forecast targets
• Accelerate Pipeline Velocity
• Own lifecycle and nurture programs to increase stage-to-stage conversion
• Design targeted campaigns that move accounts from awareness to opportunity and support faster deal cycles
• Optimize follow-up, triggers, and messaging to improve conversion and forecast accuracy
• Drive Upsell and Expansion
• Develop campaigns that expand existing customer revenue at the right time with the right products
• Partner with Customer Success and Sales to identify and convert expansion opportunities efficiently
• Activate customer advocacy programs that drive referrals, reviews, testimonials, and case studies
• Align Marketing with Outbound Sales
• Coordinate marketing air cover with SDRs and Sales to increase engagement in target accounts
• Execute personalized, multi-touch campaigns at scale that accelerate deal progression and improve close rates
• Operational Excellence
• Build repeatable, scalable frameworks for pipeline generation and expansion
• Implement AI workflows and agents to streamline the mundane, repetitive tasks to accelerate impact
• Own funnel definitions, attribution, and reporting, partnering with Sales and RevOps
• Monitor performance, optimize programs, and make disciplined investment decisions

Director, Demand Generation

Accounting Manager

• Manage and supervise day-to-day accounting operations
• Oversee accounts payable, cash application, payroll administration, and operational accounting processes
• Ensure accounting activities are executed accurately and in accordance with GAAP
• Support the monthly close process and ensure timely completion of accounting deliverables
• Review journal entries and balance sheet reconciliations prepared by staff
• Maintain documentation supporting financial reporting and internal controls
• Oversee bi-weekly multi-state payroll processing in coordination with HR
• Ensure payroll inputs are accurate and compliant prior to payroll submission
• Review payroll-related journal entries and reconciliations within NetSuite
• Ensure payroll taxes, deductions, and benefits funding are properly recorded
• Support payroll tax compliance, year-end payroll processes, and employee benefit accounting
• Supervise accounts payable and cash application activities
• Ensure vendor invoices and payments are processed accurately and on time
• Review payment runs and maintain strong payment approval controls
• Monitor unapplied cash and assist with reconciliation of customer payments
• Maintain strong internal controls around vendor management and payment processing
• Support the preparation of monthly financial statements and close deliverables
• Ensure balance sheet accounts are reconciled and supported with appropriate documentation
• Maintain accurate general ledger activity and financial data integrity
• Partner with HR to ensure payroll and employee benefits are processed accurately
• Work with internal stakeholders to resolve accounting or financial data discrepancies
• Support the Controller with operational finance initiatives and process improvements
• Maintain strong internal controls across accounting processes
• Ensure accounting documentation is audit-ready and properly maintained
• Support internal and external audit requests
• Identify opportunities to improve accounting processes, documentation, and financial workflows
• Supervise and mentor accounting team members responsible for accounts payable, cash applications, and operational accounting processes
• Provide guidance, review work, and support professional development of accounting staff
• Coordinate workload across the accounting operations team to ensure deadlines are met
• Establish and maintain consistent accounting procedures and documentation across the team
• Ensure accounting processes remain scalable as the organization grows

Accounting Manager – Accounting Operations

• Guide, inspire, and lead a team of 10 Client Success Managers.
• Guide your CSM team to deliver the highest level of customer service, partnering with Property Managers to exceed goals and deliver an unforgettable customer experience.
• Collaborate with senior leadership to establish clear retention goals and milestones for the CSM team while providing clear direction, mentoring, and leadership for your team.
• Work with your CSM team to establish clearly defined goals, KPIs and development plans
• Work with enablement team to create ongoing training programs to drive education, product knowledge and product updates
• Help the team set achievable targets; continuously review KPIs with team
• Conduct biannual performance reviews; provide constructive feedback through weekly one on ones
• Guide CSM team to ensure customer centricity during every customer touch
• Guide CSM team on upleveling account management and customer Impact Reviews
• Consistently monitor and proactively engage with disengaged customers to prevent potential churn
• Develop a deep understanding of the RBP and RXP benefits/value proposition
• Resolve technical escalations with support from Product & Engineering
• Run, analyze and share detailed reporting on account health, activations, and upsells.
• Identify trends and gaps; collaborate with the team to solve

Account Manager

• Build relationships with GP practices and PCNs
• Visit GP surgeries across your territory, meeting GPs, practice managers, and clinical leads. Build trust quickly with time-poor clinicians and make Second Nature the obvious referral choice.
• Run PCN education sessions
• Present to clinical groups and PCN meetings, explaining the referral pathways available to patients and how to access Second Nature's services. Make it simple and credible.
• Generate referral volume
• Your core metric. Everything you do - practice visits, education sessions, content distribution - is in service of generating referrals for Second Nature's services.
• Feed back local intelligence
• You'll pick up invaluable on-the-ground insight: what GPs and commissioners are thinking, how local systems are evolving, and what competitors are doing. Feed this back to the team to inform strategy.
• Manage your territory independently
• Plan your own week, prioritise high-potential practices, track all activity in our CRM, and report back clearly on progress. You won't be micromanaged - you'll be trusted to deliver.
• Represent Second Nature professionally
• Whether you're in a GP surgery, a PCN meeting, or a commissioner conversation, you represent Second Nature. Be credible, be prepared, and be someone clinicians want to work with.

Partnerships Associate

Financial Planning and Analysis

• Drive long–term and annual planning processes to drive growth and scalability through new business opportunities, strategic investments, and workforce optimization.
• Drive annual budgeting process and quarterly forecasts, providing insights into opportunities and risks in topline metrics, expenses, and headcount plan.
• Ensure that the business understands its performance versus its commitments and proactively analyze and explain variances.
• Analyze, forecast, and operationalize growth initiatives, working with our partners across the organization to act decisively on stakeholder priorities.
• Partner closely with the Controller’s team to ensure a smooth month-end close and reporting process, reducing the time to close and accelerating delivery of actionable reporting to the business.
• Assist with quarterly investor relations materials.
• Assist in the budgeting and forecasting processes for the organization; establishing calendars, deadlines, financial targets, review checkpoints and ensure the financial objectives are achieved.
• Provide world class business partner support to our Customer Success and Marketing functions.

Senior FP&A Analyst

Manager

• Own the full digital client success strategy and roadmap, aligning with company goals for adoption, retention, and growth.
• Partner with the Client Experience leadership team to define success metrics, client segmentation, and growth objectives.
• Design and optimize scalable success frameworks for onboarding, adoption, and ongoing value delivery across all customers.
• Develop digital first client experiences that connect ROI to segmented stakeholders.
• Create outreach campaigns which drive clients to educational resources and deeper engagement with their Client Success Managers.
• Implement repeatable playbooks to improve product adoption, usage, and measurable ROI for clients.
• Champion the voice of the customer — translating insights into strategic actions across cross-functional teams.
• Establish success KPIs (e.g., activation rates, retention, expansion, NPS) and implement dashboards/reports to monitor performance trends.
• Build automated triggers for CSMs based on the client journey leveraging our client success platform.
• Drive predictive health scoring and early-warning systems to proactively mitigate churn.
• Create measurable outcomes from digital strategies to reduce labor costs associated with account management and drive revenue growth.
• Lead continuous process improvement initiatives to enhance efficiency and customer outcomes.
• Collaborate closely with the CX Operations team to properly scope and deploy tooling that overlaps with human led activities.
• Influence product development with qualitative and quantitative customer insights.
• Work closely with Product, Marketing and Sales teams to ensure consistency with message and intended client outcomes.

Senior Manager, Client Experience

• Lead and support our health coaching team (nutritionists and dietitians): Manage a team of remote health coaches, creating a culture of trust, accountability, and continuous improvement
• Ensure operational excellence: You’ll simplify complex workflows, reduce friction for your team, and use data to design smarter, more efficient ways of working
• Drive performance and quality: Monitor team efficiency using internal quality and operational tools to optimise service performance and outcomes
• Coach development: Deliver regular feedback and coaching to help team members grow in confidence, skill, and impact
• Collaborate cross-functionally: Partner with fellow Health Coach Managers, Operations Managers, Quality Managers, and teams across Product, NHS, and Partnerships to drive innovation and alignment

Team Manager

Product Manager

• Own the end-to-end delivery of GRI-related initiatives, ensuring scalable solutions and successful customer adoption.
• Partner with the head of GRI in crafting a product roadmap that spans not only product & tech, but also operations, support, finance, and other key teams.
• Work closely with internal stakeholders (operations, engineering, customer success, partnerships, support, and others) to understand workflows, pain points, and needs that translate into actionable requirements.
• Work closely with third party vendors to perfect current systems and deliver exceptional resident experiences.
• Monitor and report on key business and product metrics.
• Navigate competing priorities to deliver on outcomes rather than solutions.
• Be the “go to” for partner PMs, development teams, internal stakeholders, and third party vendors for Group Rate Internet.

Engineering Manager

• Lead our platform team combining deep technical capability with strong leadership skills.
• Responsible for building and maintaining the infrastructure, CI/CD pipelines, observability systems, and security foundations.
• Set technical direction, mentor engineers, and remain hands-on with our cloud-native stack.
• Responsible for platform-enablement initiatives to introduce better engineering practices across our teams through improved tooling, testing and deployment strategies.

Engineering Manager – Platform

Product Designer

• Lead UX on financial products and property manager experiences
• Propose the design vision and execution strategy for all user experiences involving financial tech.
• Own user flows for the customization of the property manager experiences in Resident Experience Platform (RXP).
• Deliver a cohesive user experience for Property Managers and residents, enabling self-service, transparency, and meaningful engagement.
• Create exceptional digital experiences keeping in mind to collaborate cross-functionally with Customer Success, operational scalability as Second Nature grows.
• Define a compelling North Star experience with UX leadership for the Resident Experience Platform, helping product managers turn company strategy into pragmatic, prioritized roadmaps.
• Partner with executive, product, and design leaders to ensure the digital experience is not only state-of-the-art, but truly differentiates Second Nature and accelerates adoption.
• Collaborate cross-functionally with Customer Success, Implementation, and Legal teams to continually de-risk onboarding, minimize friction, and ensure every interaction is as easy and intuitive as possible.
• Lead continuous improvement in all digital journeys—using data and direct feedback to iterate products that drive higher resident engagement, lower support load, and improved NPS for both residents and PMCs.
• Champion design craft with attention to detail, actively participate in design critiques and elevating design peers' skills through feedback.
• Ensure every upgrade and launch on the platform creates wins for Residents, Property Managers, and Owners.