Loan Originator Success Manager

C2 Financial•San Diego, CA

4d•Onsite

About The Position

Loan Originator Success Manager About C2 Financial C2 Financial is one of the nation's top-ranked mortgage brokerages, with a 30-year track record of giving independent loan officers the tools, technology, and support they need to win. Our originator network spans the country, and we invest heavily in the people, systems, and infrastructure that help our loan officers close more loans with less friction. We're growing, and we're building the team to match. The Role As our Loan Originator Success Manager, you'll lead the team that serves as the heartbeat of C2's day-to-day relationship with our loan originator network. You'll manage and develop a three-person Client Relations Team, own the end-to-end onboarding experience for new originators, and serve as a culture carrier for how C2 shows up for the people who power our platform. This is a people-first, problem-solving leadership role — equal parts team builder, process owner, and originator advocate.

Requirements

5+ years of professional experience, with at least 3 years in a client-facing, originator-facing, or customer success function
2+ years of direct people management experience leading a support, success, operations, or experience team
Demonstrated track record of designing or improving onboarding programs, support workflows, or client experience processes
Strong written and verbal communication skills — clear, warm, professional, and adaptable
Problem-solver who can navigate ambiguity and partner cross-functionally to drive solutions

Nice To Haves

Mortgage industry experience, especially in a wholesale, broker, or originator-facing environment
Familiarity with loan origination systems, pricing engines, or other mortgage technology platforms
Experience supporting independent contractors or 1099 sales producers
Experience with help desk, ticketing, or knowledge base tools
Bachelor's degree or equivalent professional experience

Responsibilities

Lead, coach, and develop the Client Relations Team — C2's primary point of contact for originator questions, platform support, and day-to-day needs
Set and maintain service level expectations, response time standards, and quality benchmarks for the team
Model and reinforce C2's service culture in every interaction, holding the team to the same standards
Serve as an escalation point for complex or sensitive originator concerns, driving timely resolution through the right internal partners
Own the end-to-end onboarding experience for new loan originators — welcome, system setup, training coordination, licensing logistics, and the 30/60/90-day engagement arc
Partner cross-functionally with operations, technology, licensing, and compliance to remove friction and get originators productive quickly
Track onboarding metrics and identify opportunities to improve time-to-productivity and first-year retention
Identify recurring questions, pain points, and themes from originator interactions and translate them into process improvements, training content, or system changes
Develop and maintain originator-facing communication assets: templates, FAQs, knowledge base articles, and self-service resources
Track and report on client experience metrics — satisfaction, ticket volume, resolution time, recurring themes — and surface trends to leadership