Lead 4–6 week onboarding programs for mortgage lenders adopting an AI-powered pre-underwriting platform. Manage kickoffs, implementation plans, LOS integration, testing, training, launch readiness, customer support, troubleshooting, and handoffs to account owners. Build relationships with lender teams, coordinate with technical staff, resolve workflow issues, and improve onboarding materials. Mortgage industry experience and hands-on Encompass expertise are required.
Customer Success Manager (Onboarding Specialist)
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 project management and interpersonal skills to help lenders adopt Friday Harbor’s pre-underwriting platform. You’ll lead each customer’s 4–6 week onboarding, from sales handoff through launch.
You’ll train customers on pre-underwriting workflows, manage implementation, and share customer support coverage.
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.
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.
· 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.
Preferred Experience
Experience implementing mortgage software, onboarding customers, or training 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.
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