Customer Success Manager (Onboarding Specialist)

fridayharbor.ai • Seattle, WA

8d • $100,000 - $130,000 • Hybrid

About The Position

Friday Harbor is hiring a mortgage professional with strong project management and interpersonal skills to help lenders adopt its AI-powered pre-underwriting platform. The Customer Success Manager will lead each customer’s 4–6 week onboarding from sales handoff through launch, train customers on pre-underwriting workflows, manage implementation, and share customer support coverage. The role handles customer success alongside implementations, helping customers use the platform effectively and resolving questions and issues.

Requirements

• Experience as a Loan Officer, Loan Officer Assistant, Processor, or similar mortgage sales or operations professional, with a solid understanding of pre-underwriting and loan-file preparation.
• Hands-on Encompass experience.
• Strong project management skills, including organizing several projects, managing deadlines, and following through independently.
• Excellent interpersonal skills, including building trust, leading meetings, explaining concepts clearly, and handling difficult conversations.
• Comfort learning software, troubleshooting problems, and working with technical teams.

Nice To Haves

• Experience implementing mortgage software, onboarding customers, or training teams.

Responsibilities

• Lead kickoff meetings and manage onboarding plans, deadlines, and follow-up across multiple customers.
• Agree on goals and launch criteria with each lender and keep customer and internal teams on track.
• Coordinate setup, LOS integration, and testing with lender administrators and the technical team.
• Train Loan Officers, Loan Officer Assistants, and processors on pre-underwriting workflows, including reviewing loan files, identifying missing information, and resolving issues before underwriting.
• Test representative loans with customers, resolve issues with product and engineering teams, and confirm readiness to launch.
• Support initial use, check progress against onboarding goals, and hand off open items to the ongoing account owner.
• Answer customer questions, troubleshoot workflow issues, and improve onboarding guides and training.
• Handle day-to-day customer success alongside implementations by answering questions, resolving issues, and helping customers get the most from Friday Harbor.

Benefits

• Stock option eligibility in a high-growth, venture-backed startup.
• Full health, dental, and vision benefits, with company-paid health insurance premiums.
• Relocation expenses to the Pacific Northwest for strong candidates.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed