Customer Success Manager; Mortgage Operations

Customer Success Manager (Mortgage Operations)

Customer Success Manager - Mortgage Operations

Location: Seattle, WA (In-office)

About Us:

Friday Harbor is a modern AI mortgage underwriting tool. It helps lenders identify problems in a loan file upfront, resolving potential issues earlier, and assembling clean, complete, compliant files from the start.

We’re a well-funded, Seattle-based startup backed by top-tier investors and trusted by leading lenders across the country.

The Role

We’re hiring a Customer Success Manager with a background in mortgage operations, ideally someone who has experience in both a client-facing role (sales, account management, customer success) and in mortgage loan operations. Former loan processors, loan officer assistants, underwriters, or loan officers could all bring highly relevant experience.

You’ll be the front line for our customers, resolving issues, guiding users, and ensuring lenders get maximum value from the Friday Harbor platform.

This is a unique opportunity to join a fast-growing AI company at the center of the mortgage industry’s digital transformation. You’ll combine your mortgage expertise with customer-facing support and have a direct hand in shaping how lenders use AI in production.

What You’ll Do

• Respond to customer support requests and troubleshoot issues in real time.
• Use your mortgage knowledge to help users resolve file-level or workflow challenges.
• Partner with product and engineering teams to relay feedback and identify improvements.
• Support onboarding and training for new lenders.
• Help create and maintain customer-facing resources and documentation.
• Occasionally process and review sample loans using Friday Harbor for internal testing.
• Drive greater adoption of Friday Harbor’s solution among clients through proactive client management: measuring ROI, running quarterly business reviews, cultivating strong relationships.

What We’re Looking For

• 2+ years in residential mortgage operations or originations (LO/broker, processing, underwriting support, or LOA).
• 2+ years in a client-facing role, such as sales, account management, or customer success.
• Deep familiarity with LOS/POS systems like Encompass, Meridian Link, Arive, or Calyx Path.
• Excellent communication skills and a service mindset.
• Detail-oriented problem solver who thrives in a fast-paced, startup environment.
• Based in the Seattle area OR willing to relocate
• Available for in-office work.

Preferred

• Extensive experience with the Encompass loan origination system.
• Exposure to underwriting workflows or guideline analysis.
• Previous customer support or client-facing experience.

Compensation

• Salary range: $75,000–$115,000 base + variable bonus
• Full health, dental, and vision benefits
• In-office role at our Seattle headquarters