Customer Success Manager

fridayharbor.ai • Seattle, WA

12d • Hybrid

About The Position

Friday Harbor is hiring a mortgage professional with strong interpersonal and account management skills to help lenders get the most from its AI-powered pre-underwriting platform. The Customer Success Manager owns day-to-day customer relationships, drives adoption, resolves issues, and helps customers realize the platform’s value. The role works closely with lending teams to improve pre-underwriting workflows, monitor customer engagement, and identify opportunities to expand usage. It also supports onboarding, training, and implementation for new customers.

The company strongly prefers hybrid work in its Seattle office. Remote work will be considered for exceptional candidates, and relocation expenses to the Pacific Northwest will be paid for strong candidates.

Requirements

• Experience as a Loan Officer, Loan Officer Assistant, Processor, or similar mortgage sales or operations professional.
• A solid understanding of pre-underwriting and loan-file preparation.
• Hands-on Encompass experience.
• Excellent interpersonal skills, including the ability to build trust, lead meetings, explain clearly, and handle difficult conversations.
• Strong organizational and project management skills, including managing multiple customer relationships, prioritizing competing needs, and following through independently.
• A proactive, customer-focused mindset, with ownership of problems and a focus on helping customers succeed.
• Comfort learning software, troubleshooting problems, and working with technical teams.

Nice To Haves

• Experience in customer success, account management, mortgage software implementation, or training lending teams.

Responsibilities

• Own ongoing customer relationships and serve as the primary point of contact for questions, issues, and guidance.
• Drive platform adoption across customer organizations and help lending professionals incorporate Friday Harbor into their workflows.
• Monitor customer usage, measure value delivered, and identify opportunities to improve engagement and expand adoption.
• Lead regular customer check-ins and business reviews, communicate results, gather feedback, and align on priorities.
• Answer customer questions, troubleshoot loan-file and workflow issues, and coordinate resolutions with product and engineering teams.
• Build relationships with customer stakeholders, understand their business goals, and identify risks to satisfaction and retention.
• Support onboarding and implementation for new lenders, including setup, testing, training, and launch readiness.
• Share customer feedback with product and engineering teams to help prioritize improvements.
• Develop and improve customer training materials, support guides, and best practices.

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
• Education Level: No Education Listed