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.
Similar Jobs
Big Data • Cloud • Software • Database
Leads technical compliance and federal authorization programs for MongoDB’s public-sector cloud products. Responsibilities include managing FedRAMP High, DoD IL5+, CJIS, and ITAR assessments; coordinating auditors, 3PAOs, agencies, and engineering teams; maintaining continuous monitoring, POA&Ms, security plans, evidence, dashboards, and remediation workflows; mapping NIST controls; advising on cloud security configurations; and mentoring stakeholders. The role requires deep public-sector GRC expertise, strong communication, and the ability to manage complex audits through Authorization to Operate.
Top Skills:
AWSCjisConfluenceDod SrgFedrampFips 140-2GCPItarJIRAAzureMongodb AtlasNist 800-171Nist 800-53
Artificial Intelligence • Cloud • Consumer Web • Productivity • Software • App development • Data Privacy
Leads Dropbox’s company-wide pricing, packaging, and monetization strategy across product-led and sales-led growth. Develops pricing architecture, AI monetization models, business cases, financial models, experimentation practices, governance, and performance metrics. Partners with Product, Finance, Sales, Marketing, Data Science, and executives to guide high-impact decisions, improve profitability, and translate strategy into execution. Manages and develops a team while expanding Dropbox’s broader monetization capabilities.
Top Skills:
AIConjoint AnalysisData ScienceFinancial ModelingSaaS
Professional Services • Software
Customer-facing Data Consultant responsible for assessing customer data readiness, designing data models and mappings, recommending integration approaches, configuring and troubleshooting integrations, and supporting data governance. The role involves APIs, bulk loads, ETL/ELT, middleware, SQL, and enterprise systems. Responsibilities also include leading customer workshops, mentoring implementation consultants, creating reusable integration practices, collaborating with Product and Engineering, and applying AI tools to improve data mapping, validation, and troubleshooting.
Top Skills:
Azure Integration ServicesBoomiEtl/EltKanbanMulesoftPostmanPythonRest ApisSalesforce Lightning PlatformScrumSQLWorkato
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
