Customer Success Manager - Mortgage

What is Loancrate?

We started Loancrate to make home-buying simpler and less expensive for lenders and borrowers. Today, mortgage lenders are stuck running their companies on software products built 20 years ago. These products are slow, unstable, and don't lead to material improvements in efficiency. When using these systems, the average human cost to originate a loan is still over $11,000.

Loancrate builds AI-native tooling to automate mortgage workflows. Our ultimate goal is fully automated origination, which has the potential to save lenders over $16B in operating expense per year.

Since starting in 2020, our remote team has enabled our customers to power >$85 billion in new home loans. We care about collaboration, very open communication covering the good & the bad so that we learn from our decisions quickly, and ultimately having fun while we're building. You'll fit in well if you like diving deep quickly!

A great loan origination system doesn't sell itself, install itself, or teach itself. It gets adopted because someone on our side sits shoulder-to-shoulder with the lender, speaks their language fluently, and knows exactly what a Loan Officer, processor, or team lead is actually trying to do at 4:47pm on a Friday with a rate lock about to expire. We're looking for a Customer Success Manager to be that person.

You'll be the trusted advisor to our lender customers from day one of implementation through long after go-live. Your job is to help each customer see how their current workflows map into Loancrate, recommend the right way to set things up, answer product questions in real time, handle the inevitable "but we do it this way today" objections, and keep the relationship strong once they're live.

You won't be running the project plan - we have a separate team that owns that - but you will be the mortgage‑fluent voice in every customer conversation and the reason lenders stay confident, engaged, and moving forward.

Because our product sits at the center of how our customers originate loans, you have to be able to have a real mortgage conversation on day one - not "learning the space as you go," but already fluent in it. We can teach you the CSM playbook. What we can't do in any reasonable timeframe is teach the depth of mortgage context this role requires.

This is a foundational role. You'll shape how Loancrate advises and supports every customer, help build the playbook that future CSMs will follow, and be one of the loudest voices carrying customer reality back into Product and Engineering. If you've spent years inside a lender in a customer-facing seat and want to put that expertise toward building something rather than closing files one at a time, this is that opportunity.

• Own the customer relationship from kickoff through go-live and beyond - you're the face of Loancrate to your lenders, and the person they call first.

• Advise on implementation from the mortgage seat - take a lender's current-system processes, translate them into how Loancrate should be configured, and recommend the setup that will actually work for their business.

• Answer product questions in real time - from LOs, processors, ops leaders, and executives - and be fluent enough to do it without a warm handoff.

• Handle objections and keep customers moving - when a lender pushes back with "this is a hard requirement" or "our other vendor does this today," you're the person who can have that conversation, explain how other lenders solve it, and get to yes.

• Sell the ongoing value of Loancrate through implementation - implementations can be long, and part of this role is keeping lenders bought in and enthusiastic all the way to go-live.

• Be the trusted post-go-live partner - you'll already know…