Mortgage Onboarding & Success Manager — Hybrid Seattle

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

Benefits offered by this job

Stock options

Health, dental, and vision insurance

Relocation support

Job summary

Friday Harbor is seeking a Customer Success Manager (Onboarding Specialist) to lead 4–6 week onboarding for mortgage lenders, from sales handoff to launch. The role blends project management with customer training to ensure smooth adoption of the Friday Harbor platform in a hybrid Seattle setting.

You will train users on pre-underwriting workflows, coordinate LOS integration, resolve issues with product and engineering, and support ongoing success as accounts mature.

Qualifications

• Experience as a Loan Officer/loan operations with knowledge of pre-underwriting.
• Hands-on Encompass experience required.
• Strong ability to manage multiple onboarding projects and deadlines.

Responsibilities

• Lead onboarding kickoffs and manage plans, deadlines, and follow-ups.
• Agree on goals with each lender and keep teams on track.
• Coordinate setup, LOS integration, and testing with administrators.
• Train LOs/LOAs/processors on pre-underwriting workflows.
• Test representative loans with customers and resolve issues with product/engineering.
• Support initial use and hand off items to ongoing account owner.
• Answer questions, troubleshoot workflow issues, and improve onboarding guides.
• Handle day-to-day customer success alongside implementations.

Skills

Project management

Interpersonal skills

Customer onboarding

Software troubleshooting

Tools

Encompass

Job description

Friday Harbor is seeking a Customer Success Manager (Onboarding Specialist) to lead 4–6 week onboarding for mortgage lenders, from sales handoff to launch. The role blends project management with customer training to ensure smooth adoption of the Friday Harbor platform in a hybrid Seattle setting.

You will train users on pre-underwriting workflows, coordinate LOS integration, resolve issues with product and engineering, and support ongoing success as accounts mature.