Remote Mortgage Success Manager

Loancrate; Los Angeles (CA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical coverage

Vision & dental coverage

401(k)

HSA / FSA

Lender partner program

Remote-first culture

Flexible time off

Job summary

Loancrate is seeking a Customer Success Manager to be the mortgage-fluent, trusted advisor from day one of implementation and beyond. You will map lender workflows to Loancrate, configure the system, answer questions in real time, and help keep customers engaged through go-live and ongoing post-live support.

You will collaborate with Product and Engineering, translate customer needs into actionable feedback, and lead conversations with lenders while maintaining a customer-first mindset.

Qualifications

• Direct mortgage lender experience - you've worked at an actual lender, not only a mortgage tech company.
• Customer/borrower-facing experience - you've been the person on the phone or in the inbox with borrowers and referral partners.
• Consultative, sales-minded instincts - you're comfortable persuading, handling objections and pushing back when needed.
• Deep fluency in the mortgage lifecycle - you know 1003, LE, CD, AUS findings, conditions, and lock extensions.
• CSM/AM or SDR experience at a mortgage tech company - ideal but not required.
• Hands-on experience with a loan origination system (Encompass, Empower, Byte, etc.).
• Clear written and verbal communication - precise and easy to follow.
• Comfort in front of customers and prospects - running working sessions and product demos.
• Bias to action and comfort with ambiguity - building the CS function from the ground up.
• Curiosity about AI and how it's changing mortgage workflows - excited to help customers get value from AI features.

Responsibilities

• Own the customer relationship from kickoff through go-live and beyond - be the face of Loancrate to lenders.
• Advise on implementation from the mortgage seat and translate processes into Loancrate configuration.
• Answer product questions in real time for LOs, processors, and executives without warm handoffs.
• Handle objections and keep customers moving toward yes.
• Sell ongoing value of Loancrate through implementation and maintain enthusiasm to go-live.
• Be the post-go-live partner and ongoing coach for lenders.
• Package requests and feedback into clear product and engineering directions.
• Support the sales motion with product demos for prospects.
• Help build the playbook and account artifacts for future CSMs.
• Willingness to travel - roughly once-a-month US domestic travel.

Skills

Direct mortgage lender experience

Customer/borrower-facing experience

Consultative, sales-minded instincts

Deep fluency in the mortgage lifecycle

CSM/AM or SDR experience at a mortgage

Hands-on LOS experience

Clear written and verbal communication

Comfort with customers and prospects

Bias to action & ambiguity

Curiosity about AI in mortgage work

Job description

Loancrate is seeking a Customer Success Manager to be the mortgage-fluent, trusted advisor from day one of implementation and beyond. You will map lender workflows to Loancrate, configure the system, answer questions in real time, and help keep customers engaged through go-live and ongoing post-live support.

You will collaborate with Product and Engineering, translate customer needs into actionable feedback, and lead conversations with lenders while maintaining a customer-first mindset.