Mortgage Tech: Customer Success Manager (Hybrid/Seattle)

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

Benefits offered by this job

Stock options eligibility

Full health, dental, and vision

Job summary

Friday Harbor is seeking a mortgage professional to manage day-to-day customer relationships, drive adoption of the pre-underwriting platform, and resolve issues for lenders. You will coordinate onboarding, training, and implementation while collaborating with lending teams to improve workflows.

Ideal candidates have loan industry experience, strong interpersonal skills, and proven ability to manage multiple relationships, prioritize needs, and deliver results in a dynamic startup environment.

Qualifications

• Experience as a Loan Officer, Loan Officer Assistant, Processor, or similar mortgage professional with solid pre-underwriting knowledge.
• Excellent interpersonal skills; ability to build trust, lead meetings, explain things clearly, handle difficult conversations.

Responsibilities

• Own ongoing customer relationships; be the primary contact for questions and guidance.
• Drive adoption of Friday Harbor across customer organizations among lending professionals.
• Monitor usage, measure value, and identify opportunities to improve engagement and expand adoption.
• Lead regular customer check-ins and business reviews; communicate results and gather feedback.
• Troubleshoot loan-file and workflow issues; coordinate resolutions with product and engineering teams.
• Build relationships with customer stakeholders; understand goals and risks to retention.
• Support onboarding and implementation for new lenders, including setup, testing, training, and launch readiness.
• Share customer feedback with product/engineering to prioritize improvements.
• Develop and improve training materials, guides, and best practices.

Skills

Loan officer experience

Interpersonal skills

Organizational & project mgmt

Customer focus

Tech-savvy/troubleshooting

Tools

Encompass

Job description

Friday Harbor is seeking a mortgage professional to manage day-to-day customer relationships, drive adoption of the pre-underwriting platform, and resolve issues for lenders. You will coordinate onboarding, training, and implementation while collaborating with lending teams to improve workflows.

Ideal candidates have loan industry experience, strong interpersonal skills, and proven ability to manage multiple relationships, prioritize needs, and deliver results in a dynamic startup environment.