Friday Harbor · 2 weeks ago
Customer Success Manager (Mortgage Operations)
Seattle, WA
Full-time
Onsite
Entry, Mid Level
$75K/yr - $115K/yr
2+ years expFriday Harbor is a modern AI mortgage underwriting tool, and they are seeking a Customer Success Manager with a background in mortgage operations. This role involves resolving customer issues, guiding users, and ensuring lenders receive maximum value from the platform.
Computer Software
Responsibilities
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
Qualification
Required
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, MeridianLink, 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
Benefits
Stock option eligibility
Full health, dental, and vision benefits
Company
Friday Harbor
The mortgage industry's first AI Originator Assistant. Assemble complete, accurate, verified loan files at the start of the sales process.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase