Customer Success Manager - Mortgage

Role overview This foundational Customer Success Manager role serves as the trusted advisor to mortgage lender customers of an AI-native loan origination platform. The position owns the customer relationship from kickoff through long after go-live, acting as the mortgage-fluent voice in every customer conversation and channeling customer reality back into Product and Engineering.

Responsibilities - Own the customer relationship from kickoff through go-live and beyond, serving as the primary point of contact for assigned lenders. - Advise on implementation from the mortgage seat, translating a lender's current processes into platform configuration recommendations that fit their business. - Answer product questions in real time from loan officers, processors, operations leaders, and executives. - Handle objections and keep customers moving when pushback arises around requirements or competitive solutions. - Sell the ongoing value of the platform through implementation, keeping lenders bought in and engaged all the way to go-live. - Act as the trusted post-go-live partner, retaining context on how each lender is configured and the decisions behind it. - Package customer requests, edge cases, and pain points into clear feedback for Product and Engineering, and push back when an ask isn't the right move. - Support the sales motion by helping run product demos and speaking to prospects in their own language. - Help build the CS playbook that future team members will follow.

Requirements - 2–3+ years of direct experience at an actual mortgage lender (not only a mortgage technology company). - Customer- or borrower-facing experience, including time on the phone or in the inbox with borrowers and referral partners. - Deep fluency in the mortgage lifecycle from application through funding, including comfort with 1003, LE, CD, AUS findings, conditions, and lock extensions. - Hands-on experience working inside a loan origination system such as Encompass, Empower, or Byte. - Clear written and verbal communication that customers, executives, and internal partners can act on. - Comfort in front of customers and prospects, running working sessions and product demos. - Bias to action and comfort with ambiguity, given that the CS function is being built from the ground up.

Nice to have - Prior CSM, account management, or SDR experience at a mortgage technology company. - Curiosity about AI and how it's reshaping mortgage workflows.

Benefits and work setup - 100% of employee and family medical premiums covered, plus vision and dental coverage. - 401(k), HSA/FSA, and access to a lender partner's employee loan program. - Remote-first culture with flexible time off. - Equal opportunity employer with a commitment to inclusive hiring.