The Role
Own lender customer relationships for an AI-powered mortgage pre-underwriting platform. Drive adoption, monitor engagement and value, lead check-ins and business reviews, troubleshoot workflow issues, coordinate resolutions with product and engineering, and support onboarding, implementation, testing, training, and launch readiness. The role requires mortgage lending experience, hands-on Encompass experience, strong communication and organization, customer focus, and comfort learning software and working with technical teams.
Summary Generated by Built In
Customer Success Manager
Full-time. Strong preference for hybrid work in our Seattle office. We’ll pay relocation expenses to the Pacific Northwest for strong candidates. Remote work will be considered for exceptional candidates.
About Friday Harbor
Friday Harbor is an AI-powered pre-underwriting platform for mortgage lenders. It helps lending teams review loan files, identify missing information and potential issues, and prepare complete files before underwriting. After coming out of beta in summer 2025, nearly 1% of US residential mortgages used Friday Harbor in September 2026, including loans from three of the country’s top 15 independent mortgage banks
We’re a well-funded Seattle-based startup backed by leading venture investors including Abstract, Mischief, Wischoff, AI2 Incubator, and CoFound.
Role
We’re hiring a mortgage professional with strong interpersonal and account management skills to help lenders get the most from Friday Harbor’s pre-underwriting platform. You’ll own day-to-day customer relationships, drive adoption, resolve issues, and help customers realize the full value of Friday Harbor.
You’ll work closely with lending teams to improve their pre-underwriting workflows, monitor customer engagement, and identify opportunities to expand usage. You’ll also support onboarding, training, and implementation for new customers.
Responsibilities
· Own ongoing customer relationships, serving as the primary point of contact for questions, issues, and guidance.
· Drive adoption of Friday Harbor across customer organizations, working closely with customer business stakeholders and helping LOs, LOAs, processors, underwriters, and other lending professionals incorporate the platform into their workflows.
· Monitor customer usage, measure value delivered, and proactively identify opportunities to improve engagement and expand adoption.
· Lead regular customer check-ins and business reviews, communicating results, gathering feedback, and aligning on priorities.
· Answer customer questions, troubleshoot loan-file and workflow issues, and coordinate resolutions with product and engineering teams.
· Build strong relationships with customer stakeholders, understand their business goals, and identify risks to customer satisfaction and retention.
· Support onboarding and implementation for new lenders, including coordinating setup, testing, training, and launch readiness.
· Share customer feedback with product and engineering teams to help prioritize improvements.
· Develop and improve customer training materials, support guides, and best practices.
Qualifications
· 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.
· Excellent interpersonal skills. You build trust, lead meetings, explain things clearly, and handle difficult conversations well.
· Strong organizational and project management skills. You can manage multiple customer relationships, prioritize competing needs, and follow through without reminders.
· A proactive, customer-focused mindset. You take ownership of problems and look for ways to help customers succeed.
· Comfort learning software, troubleshooting problems, and working with technical teams.
Preferred Experience
Experience in customer success, account management, mortgage software implementation, or training lending teams.
Compensation and Benefits
· $100,000–$130,000 annual base salary, based on experience.
· Stock option eligibility in a high-growth, venture-backed startup.
· Full health, dental, and vision benefits, with company-paid health insurance premiums.
The base pay range for this role is $100,000 – $130,000 per year.
Skills Required
- Experience as a Loan Officer, Loan Officer Assistant, Processor, or similar mortgage sales or operations professional with understanding of pre-underwriting and loan-file preparation
- Hands-on Encompass experience
- Excellent interpersonal skills, including building trust, leading meetings, explaining concepts clearly, and handling difficult conversations
- Strong organizational and project management skills, including managing multiple customer relationships and competing priorities
- Proactive, customer-focused mindset with ownership of problems and customer outcomes
- Comfort learning software, troubleshooting problems, and working with technical teams
- Experience in customer success, account management, mortgage software implementation, or training lending teams
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The Company
What We Do
The mortgage industry's first AI Originator Assistant. Assemble complete, accurate, verified loan files at the start of the sales process. Backed by The Allen Institute for AI Incubator.
