Customer Success Manager (Onboarding Specialist)

Friday Harbor is hiring a Customer Success Manager to help mortgage lenders adopt its AI-powered pre-underwriting platform. The role leads customer onboarding from sales handoff through launch, including implementation, training, troubleshooting, and ongoing customer success support.

Responsibilities:

• Lead kickoffs and manage onboarding plans, deadlines, and follow-up across multiple customers
• Agree on goals and launch criteria with each lender, then keep customer and internal teams on track
• Coordinate setup, LOS integration, and testing with lender administrators and our technical team
• Train LOs, LOAs, and processors on pre-underwriting workflows, including reviewing loan files, identifying missing information, and resolving issues before underwriting
• Test representative loans with customers, resolve issues with product and engineering, and confirm readiness to launch
• Support initial use, check progress against onboarding goals, and hand off open items to the ongoing account owner
• Answer customer questions, troubleshoot workflow issues, and improve onboarding guides and training
• Handle day-to-day customer success alongside implementations, answering questions, resolving issues, and helping customers get the most from Friday Harbor

Requirements:

• Experience as a Loan Officer, Loan Officer Assistant, Processor, or similar mortgage sales or operations professional, with a solid understanding of pre-underwriting and loan-file preparation
• Hands-on Encompass experience is required
• Strong project management skills. You can organize several projects, manage deadlines, and follow through without reminders
• Excellent interpersonal skills. You build trust, lead meetings, explain things clearly, and handle difficult conversations well
• Comfort learning software, troubleshooting problems, and working with technical teams
• Experience implementing mortgage software, onboarding customers, or training teams