Customer Success Manager

Friday Harbor, Inc.; Seattle (WA); Hybrid; USD 100,000 - 130,000; Full time

Benefits offered by this job

Stock options

Health insurance

Dental insurance

Vision insurance

Job summary

Friday Harbor, Inc. is seeking a Customer Success Manager in Seattle with strong remote/hybrid options.

The role focuses on owning day-to-day customer relationships, driving adoption, and ensuring customers maximize value from our AI-powered pre-underwriting platform for mortgage lenders. Relocation to the Pacific Northwest is offered for strong candidates, and exceptional candidates may be considered for remote work.

Qualifications

• Experience as a mortgage professional with strong interpersonal and account management skills.
• Hands-on Encompass experience is required.
• You build trust, lead meetings, and handle challenging conversations.

Responsibilities

• Own ongoing customer relationships as the primary contact for questions and guidance.
• Drive adoption of Friday Harbor across customer organizations and coordinate with stakeholders.
• Monitor usage, measure value delivered, and identify opportunities to improve engagement and expansion.
• Lead regular customer check-ins and business reviews, gathering feedback and aligning on priorities.
• Coordinate onboarding, training, and implementation for new lenders, ensuring readiness.
• Share customer feedback with product and engineering teams to prioritize improvements.

Skills

Encompass experience

Mortgage operations

Customer relationships

Onboarding/training

Tools

Encompass software

Job description

Customer Success ManagerView all jobsCustomer Success ManagerSeattle • RemoteBusinessRemote • HybridFull-time**Customer Success Manager**Full-time. Strong preference for hybrid work in our Seattle office. We’ll pay relocation expenses to the Pacific Northwest for strong candidates. Remote work will be considered for exceptional candidates.**About Friday Harbor**Friday Harbor is an AI-powered pre-underwriting platform for mortgage lenders. It helps lending teams review loan files, identify missing information and potential issues, and prepare complete files before underwriting. After coming out of beta in summer 2025, nearly 1% of US residential mortgages used Friday Harbor in September 2026, including loans from three of the country’s top 15 independent mortgage banksWe’re a well-funded Seattle-based startup backed by leading venture investors including Abstract, Mischief, Wischoff, AI2 Incubator, and CoFound.**Role**We’re hiring a mortgage professional with strong interpersonal and account management skills to help lenders get the most from Friday Harbor’s pre-underwriting platform. You’ll own day-to-day customer relationships, drive adoption, resolve issues, and help customers realize the full value of Friday Harbor.You’ll work closely with lending teams to improve their pre-underwriting workflows, monitor customer engagement, and identify opportunities to expand usage. You’ll also support onboarding, training, and implementation for new customers.**Responsibilities**· Own ongoing customer relationships, serving as the primary point of contact for questions, issues, and guidance.· Drive adoption of Friday Harbor across customer organizations, working closely with customer business stakeholders and helping LOs, LOAs, processors, underwriters, and other lending professionals incorporate the platform into their workflows.· Monitor customer usage, measure value delivered, and proactively identify opportunities to improve engagement and expand adoption.· Lead regular customer check-ins and business reviews, communicating results, gathering feedback, and aligning on priorities.· Answer customer questions, troubleshoot loan-file and workflow issues, and coordinate resolutions with product and engineering teams.· Build strong relationships with customer stakeholders, understand their business goals, and identify risks to customer 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.**Qualifications**· 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 is required.· Excellent interpersonal skills. You build trust, lead meetings, explain things clearly, and handle difficult conversations well.· Strong organizational and project management skills. You can manage multiple customer relationships, prioritize competing needs, and follow through without reminders.· A proactive, customer-focused mindset. You take ownership of problems and look for ways to help customers succeed.· Comfort learning software, troubleshooting problems, and working with technical teams.**Preferred Experience**Experience in customer success, account management, mortgage software implementation, or training lending teams.**Compensation and Benefits**· $100,000–$130,000 annual base salary, based on experience.· Stock option eligibility in a high-growth, venture-backed startup.· Full health, dental, and vision benefits, with company-paid health insurance premiums.## CompensationThe base pay range for this role is $100,000 – $130,000 per year.