Customer Success Manager; Mortgage Operations

Customer Success Manager - Mortgage Operations

Location: Seattle, WA (In-office)

Every year over 8 million Americans take out $2 trillion worth of residential mortgages.

Unfortunately, getting a mortgage is a stressful process that often takes over 40 days and requires repeated back-and-forth between borrowers and loan officers. As a result of this friction, mortgage lenders have costs upwards of $11,000 to originate a single loan.

Friday Harbor simplifies mortgage origination with AI, helping lenders close loans faster and more efficiently.

We’re a well-funded early‑stage company backed by top tier venture firms (Abstract, Mischief, Wischoff, AI2 Incubator, CoFound), have a large cohort of early enterprise customers, and are headquartered in Seattle

We’re looking for a polished, high‑energy Customer Success leader to own the full post‑sale journey, from onboarding to adoption, retention, and growth. You’ll be the face of Friday Harbor for our customers, helping them realize maximum value while building strong relationships across their organization.

• 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

• 2+ years in commercial or residential mortgage industry
• 2+ years in a client‑facing role, such as sales, account management, or customer success.
• Deep familiarity with a LOS/POS system like Encompass, Meridian Link, Arive, or Calyx Path.
• 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 work.

• Extensive experience with the Encompass loan origination system.
• Exposure to underwriting workflows or guideline analysis.
• Previous customer support or client‑facing experience.

• Salary range: $120,000 to $140,000 base + variable bonus (or based on experience)
• Full health, dental, and vision benefits
• In‑office role at our Seattle headquarters