Customer Success Manager

fridayharbor.ai • Seattle, WA

7d • $100,000 - $130,000 • 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 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 may be considered for exceptional candidates. 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.
• 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 things clearly, and handle difficult conversations.
• Strong organizational and project management skills, including managing multiple customer relationships, prioritizing competing needs, and following through independently.
• Proactive, customer-focused mindset and willingness to take ownership of problems.
• 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 adoption across customer organizations and help lending professionals incorporate the platform 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 coordinating 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