Friday Harbor · 13 hours ago
Manager of Customer Success
Seattle, WA
Full-time
Hybrid
Mid, Senior Level
$120K/yr - $140K/yr
4+ years expFriday Harbor is a modern AI mortgage underwriting tool that aims to simplify the mortgage process for lenders. The role involves leading the customer success journey from onboarding to retention and growth, while building strong relationships with clients and addressing their needs.
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 strong, trust-based, and win-win relationships with clients
Qualification
Required
4+ years in mortgage operations or originations (LO/broker, processing, underwriting support, loan administrator, portfolio manager, account manager, or loan officer assistant)
4+ years in a client-facing role, such as sales, account management, or customer success
Familiarity with mortgage technology
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/hybrid work in our Seattle office (minimum of 3 days a week in-person)
Preferred
Extensive experience with the Encompass (or another major) loan origination system
Exposure to underwriting workflows or guideline analysis
Previous customer support or client-facing experience
Benefits
Full health, dental, vision, 401(k) 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