Customer Success Manager-Mortgage

We are Infrrd, a Gartner-recognized leader in AI-powered Intelligent Document Processing (IDP), helping global enterprises extract, understand, and act on data locked in complex documents. Our proprietary AI and ML models are trusted by some of the world’s largest financial institutions, insurers, and mortgage companies to dramatically accelerate operations, reduce costs, and improve accuracy at scale.

We're looking for a Customer Success Manager (Mortgage Domain Specialist) to be the primary strategic partner for our enterprise mortgage clients. This senior role requires 10+ years of hands-on mortgage experience paired with the technical fluency to guide onboarding and drive end-to-end workflow automation on Infrrd's platform, owning the full customer lifecycle from onboarding through QBRs and expansion.
What You'll Own:
● Lead end-to-end onboarding for enterprise mortgage clients, from contract signature through go-live, including success plans, training, and acceptance criteria tailored to each client's mortgage operations (origination, underwriting, servicing, post-close).
● Coordinate with Infrrd's implementation and engineering teams to configure document extraction models for loan specific document types (1003, 1008, CD, AUS findings, appraisals, W-2s, 4506-C, etc.) and track adoption metrics through ramp-up.
● Partner with clients and Product to design and implement automated mortgage workflows, from intake and classification to data extraction, validation, and downstream handoffs, translating requirements like TRID compliance checks, stacking order automation, and condition clearing into product configurations.
● Act as a subject matter expert on mortgage document taxonomies, regulatory frameworks (RESPA, TILA, FNMA/FHLMC), and LOS/LoanOS ecosystem integrations (Encompass, Empower, BSSI, etc.), documenting best practices for repeatable deployment.
● Own deep, trusted relationships with C-suite, VP, and Director-level stakeholders across operations, technology, and compliance within mortgage lenders, servicers, and IMBs, serving as the single point of contact for post-sales activities, escalations, and structured QBRs/EBRs that demonstrate quantifiable ROI.
● Own net revenue retention (NRR) and expansion targets for your book of accounts, including upsell and cross-sell of additional Infrrd modules, partnering with Account Executives on renewal strategy and growth planning.
● Synthesize client feedback into clear, prioritized product requirements; act as an internal SME for Product, reviewing proposed features against real-world mortgage use cases and regulatory constraints.
● Use customer health scoring, usage analytics, and engagement signals to proactively manage account risk and opportunity, maintaining clean CRM hygiene (Salesforce/Gainsight) and accurate renewal/expansion forecasts.

What We're Looking For:
● 10+ years of experience in the mortgage industry, in Mortgage Operations, Underwriting, Loan Processing, Servicing, or Mortgage Technology, with deep, hands-on knowledge of the full mortgage lifecycle.
● 5+ years in a Customer Success, Account Management, or Client Services role at a SaaS or enterprise technology company, with a track record of managing and growing large enterprise accounts.
● Deep expertise in mortgage document types and data: 1003, 1008, Closing Disclosure, AUS findings (DU/LP), appraisals, title commitments, 4506-C, W-2, paystubs, bank statements, flood certs, and more.
● Strong working knowledge of mortgage regulatory frameworks: RESPA, TILA, TRID, FNMA/FHLMC seller/servicer guides, CFPB guidelines, and QM/ATR rules.
● Demonstrated ability to articulate technical product capabilities to technical and non-technical audiences alike, including integration patterns, API concepts, and workflow automation logic.
● Proven track record driving measurable business outcomes for enterprise clients, including reduced cycle times, improved accuracy, FTE optimization, and SLA performance, with strong executive presence and communication skills.
● US-based with ability to travel to client sites as needed.
● Experience with Loan Origination Systems (Encompass, Empower, OpenClose, BSSI), AI/OCR/IDP platforms, workflow automation in regulated financial services, mortgage QC processes, and tools like Salesforce, Gainsight, Jira, Confluence, or Tableau/Power BI is a strong plus. MISMO or industry certification (CMB, CMT) a plus.

Why Join Us:
● Work at the intersection of AI and mortgage, one of the most document-intensive industries in the world, at a Gartner 2025 IDP Magic Quadrant Leader.
● Be a founding member of a growing US Customer Success practice; shape how Infrrd scales with enterprise mortgage clients.
● Direct access to product and engineering leadership; your mortgage expertise will influence the roadmap.
● Collaborative, fast-moving culture with a genuine commitment to customer outcomes and continuous learning.

Think you’re the right fit? Looking forward to hearing from you.