Customer Marketing Specialist

We’re building a future where every home is professionally managed. One where professional property managers deliver new “Triple Win Experiences” for residents, investors, and their teams.

But creating winning experiences that benefit everyone simultaneously? That’s hard.

Now, 1,500+ property management companies are doing it with a fully managed Resident Benefits Package (RBP) by Second Nature. We bring the expertise, technology, and service that property managers need to make experiences convenient, rewarding, and consistent. Our reputation for turning old problems into new revenue streams has made us the only 6-peat national industry vendor of the year. 

Join 200+ passionate, thoughtful people who strive to make a difference each day until every home is full of triple win experiences.

About this role

Second Nature is looking for a customer marketing specialist to own marketing campaigns and communications in the post-sale ecosystem. Reporting to the Senior Product Marketing Manager, you’ll play a pivotal role in driving revenue through customer engagement, advocacy, and strategic marketing initiatives, ensuring our customers thrive and grow with us. 

The ideal candidate for this role is:

• An ambassador: You can be the voice of our customer here at Second Nature.  

• A strategist: You can develop and execute comprehensive cross-sell campaigns. 

• A storyteller: You can shape how our customers and customer’s customers (residents and owners) think about Resident Benefit Packages. 

• An evangelist:You can turn satisfied customers into brand advocates who, in turn, spread the word to others.

• A facilitator: You can be the glue that keeps product and customer success teams in-sync with our customer base.

• An achiever: You can confidently leverage the skills referenced above to drive key business outcomes. 

Key Responsibilities 

• Customer communications: Develop and manage all customer-facing communications, including newsletters, quarterly updates, and urgent or "emergency" messages.

• Voice of the customer: Create and maintain a structured process to capture and analyze customer feedback, preferences, and expectations. 

• Advocacy campaigns: Implement targeted campaigns that turn satisfied customers into brand advocates. Encourage reviews, gather testimonials, and develop case studies that showcase customer success and satisfaction.

• Reputation management: Monitor, address, and respond to customer online reviews in a timely and professional manner. 

• Data-driven content strategy: Analyze customer support tickets and the knowledge base to identify gaps in training or informational content. Develop and update content such as articles, landing pages, emails, and webinars to address recurring customer issues and improve their experience.

• Customer-facing collateral: Work closely with enablement and content teams to produce educational guides, how-to materials, and other collateral for both customers and their clients (residents).

• Cross-sell campaigns: Design and execute campaigns that encourage customers to purchase additional services related to their Resident Benefits Package.

Preferred Qualifications

• 2+ years of customer marketing or customer-facing team experience at a SaaS company

• Ability to build strong interpersonal relationships, share ideas and success

• Experience with a CRM platform (SF preferred), Marketing Automation, Project Management, Market data and analytics tools (We use Hubspot, Salesforce, SalesLoft, Google Suite, Slack, Canva, Hubspot, Monday)

• Excellent writing and editing skills with a demonstrated ability to convert technical information into accessible and engaging content.

• Experience with Property Management industry a plus

• Highly creative and process-driven

• Deep understanding of ways to impact the customer’s journey

• Excellent organizational skills 

• A track record of successfully developing campaigns that are tied to a revenue number. 

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 position is a remote-first, work from home position. Second Nature is committed to creating a culture and workplace where remote work fosters collaboration and connections and is a key part of our company story and success. To be successful in a remote work role at Second Nature you must:

• Be available during your scheduled working hours and give your full attention to the completion of your Second Nature job duties

• Have a quiet, professional, distraction-free environment in which to complete your work

• Have access to your own reliable high-speed internet connection

• Attend our bi-annual in-person company meetings (Second Nature will reimburse the cost of your business travel per company guidelines)
   

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

• The Product: Beyond the awards and 5-star reviews… our clients and customers love what they can do with a fully managed RBP

• Diverse, Inclusive Culture: We embrace employees from all backgrounds with openness and respect 

• Training: A supportive team to help you grow your career and unlock your full potential

• Growth: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category
   

OUR CORE VALUES

• Pirate Ship, Not A Cruise Ship: We are innovators who move quickly and decisively.

• Extreme Ownership: We own our product and results and always act with honesty and integrity.

• Grow the Pie: We deliver real value and results to our customers, focusing on outcomes.

• Massive Growth Takes Massive Growth: We don’t fear challenges, we embrace them to hone our skills and increase our impact.

• Purple Heart: Normalize the rebound.

• Be a Moment-Maker: We don’t ask what’s the least we can do, we ask what’s the most we can do.

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.

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