Customer Success Manager - Mortgage Operations
About The Position
Friday Harbor is a modern AI mortgage underwriting platform. It helps lenders identify problems in a loan file upfront, resolving potential issues earlier, and assembling clean, complete, compliant files from the start. We’re a Seattle-based startup backed by top-tier investors (Abstract, Mischief, Wischoff, AI2 Incubator, CoFound) and trusted by leading lenders across the country, including several of the top-25 lenders in the country. The Role We’re hiring a Customer Success Manager with a background in mortgage operations, ideally someone who has experience in both a client-facing role (sales, account management, customer success) and in mortgage loan operations. Former loan processors, loan officer assistants, underwriters, or loan officers could all bring highly relevant experience. You’ll be the front line for our customers, resolving issues, guiding users, and ensuring lenders get maximum value from the Friday Harbor platform. This is a unique opportunity to join a fast-growing AI company at the center of the mortgage industry’s digital transformation. You’ll combine your mortgage expertise with customer-facing support and have a direct hand in shaping how lenders use AI in production.
Requirements
- 2+ years in residential mortgage operations or originations (processing, underwriting support, or LOA)
- 2+ years in a client-facing role, such as sales, account management, or customer success.
- Deep familiarity with LOS/POS systems like Encompass, MeridianLink, Arive, or Calyx Path.
- Excellent communication skills and a client service mindset. Relentless about delighting customrs.
- Detail-oriented problem solver who thrives in a fast-paced, startup environment.
- Based in the Seattle area OR willing to relocate
- Available for in-office work.
Nice To Haves
- Extensive experience with the Encompass loan origination system.
- Exposure to underwriting workflows or guideline analysis.
- Previous customer support or client-facing experience.
Responsibilities
- Respond to customer support requests and troubleshoot issues in real time.
- Use your mortgage knowledge to help users resolve file-level or workflow challenges.
- Partner with product and engineering teams to relay feedback and identify improvements.
- Support onboarding and training for new lenders.
- Help create and maintain customer-facing resources and documentation.
- Occasionally process and review sample loans using Friday Harbor for internal testing.
- Drive greater adoption of Friday Harbor’s solution among clients through proactive client management: measuring ROI, running quarterly business reviews, cultivating
Benefits
- Stock option eligibility
- Full health, dental, and vision benefits
- In-office role at our Seattle headquarters
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
