Second Nature · 1 day ago
Head of Digital Client Experience
United States
Full-time
Remote
Director/Executive
8+ years expSecond Nature is a company focused on enhancing the renting experience through their resident experience platform. As the Head of Digital Client Success, you will lead digital strategies to ensure client retention and loyalty, while optimizing onboarding and ongoing value delivery for clients.
B2BB2CCommercialDelivery ServiceE-CommerceHome ServicesProperty ManagementReal EstateSubscription Service
Responsibilities
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
Qualification
Required
8+ years of experience in Customer Success, Client Services, or related roles with at least 3 years in a leadership position
Proven track record of scaling customer success teams and driving measurable impact in adoption, retention, and revenue growth
Demonstrated ability to build and execute strategic playbooks in a SaaS or digital platform environment
Strong experience using customer success platforms (e.g., Totango, HubSpot, Salesforce) and analytics tools to inform decision-making. Client success platform ownership experience required
Strong communicator and relationship builder with experience engaging with C-level stakeholders
Inspires teams with a customer-first mentality and fosters a culture of accountability, curiosity, and continuous improvement
Data-driven, metrics obsessed, and comfortable setting priorities in a fast-paced startup environment
Collaborative leader who thrives on cross-functional partnership and solving complex business problems
Benefits
Health First: Medical, Dental, Vision, & Life Insurance
401K Plan
Flexibility: Open PTO and sick days
Training: A supportive team to help you grow and unlock your full potential
Company
Second Nature
Second Nature is a consumer goods company that specializes in providing air filters.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$35.92MKey Investors
One Better VenturesArsenal Growth EquityFidelis Capital
2020-03-25Series C· $16.4M
2019-07-01Series Unknown
2018-10-29Series B· $6.9M
Leadership Team
Thaddeus Tarkington
Co-Founder, CEO
Recent News
2025-11-03
2025-10-21
Company data provided by crunchbase