Customer Success Manager (Onboarding Specialist)

fridayharbor.ai•Seattle, WA

8d•Hybrid

About The Position

Friday Harbor is an AI-powered pre-underwriting platform for mortgage lenders. The Customer Success Manager (Onboarding Specialist) helps lenders adopt the platform and leads each customer’s 4–6 week onboarding from sales handoff through launch. The role trains customers on pre-underwriting workflows, manages implementation, and shares customer support coverage. The position is based in Seattle, with a strong preference for hybrid work in the Seattle office. Remote work will be considered for exceptional candidates, and relocation expenses to the Pacific Northwest will be paid for strong candidates. The role also handles day-to-day customer success alongside implementations by answering questions, resolving issues, and helping customers get the most from Friday Harbor. The annual base salary is $100,000–$130,000, based on experience. Stock option eligibility and health, dental, and vision benefits are offered, with company-paid health insurance premiums.

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.
Strong project management skills, including organizing multiple projects, managing deadlines, and following through independently.
Excellent interpersonal skills, including building trust, leading meetings, explaining things 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, and confirm readiness to launch.
Support initial use, monitor 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, answering questions, resolving issues, and helping customers get the most from Friday Harbor.