Customer Success Manager – Mortgage

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the comprehensive onboarding process for enterprise mortgage clients, overseeing everything from contract signing to go-live, which includes developing success plans, training, and acceptance criteria customized for each client's mortgage operations (origination, underwriting, servicing, post-close).

• Collaborate with Infrrd's implementation and engineering teams to set up document extraction models for specific loan document types (1003, 1008, CD, AUS findings, appraisals, W-2s, 4506-C, etc.) and monitor adoption metrics during the ramp-up phase.

• Work alongside clients and the Product team to design and implement automated mortgage workflows, covering stages from intake and classification to data extraction, validation, and downstream handoffs, ensuring requirements such as TRID compliance checks, stacking order automation, and condition clearing are effectively integrated into product configurations.

• Serve as a subject matter expert on mortgage document taxonomies, regulatory frameworks (RESPA, TILA, FNMA/FHLMC), and integrations within the LOS/LoanOS ecosystem (Encompass, Empower, BSSI, etc.), while documenting best practices for consistent deployment.

• Build and maintain strong, trusted relationships with C-suite, VP, and Director-level stakeholders in operations, technology, and compliance at mortgage lenders, servicers, and IMBs, acting as the primary contact for post-sales activities, escalations, and structured QBRs/EBRs that showcase measurable ROI.

• Take ownership of net revenue retention (NRR) and expansion goals for your accounts, which includes upselling and cross-selling additional Infrrd modules, and collaborating with Account Executives on renewal strategies and growth planning.

• Transform client feedback into clear, prioritized product requirements; act as an internal subject matter expert for Product, evaluating proposed features against real-world mortgage use cases and regulatory constraints.

• Leverage customer health scoring, usage analytics, and engagement signals to proactively manage account risks and opportunities, ensuring clean CRM practices (Salesforce/Gainsight) and precise renewal/expansion forecasts.

⛳️ Requirements

• Over 10 years of experience within the mortgage industry, encompassing Mortgage Operations, Underwriting, Loan Processing, Servicing, or Mortgage Technology, with substantial hands-on knowledge of the complete mortgage lifecycle.

• At least 5 years in a Customer Success, Account Management, or Client Services role at a SaaS or enterprise technology firm, demonstrating a proven history of managing and expanding large enterprise accounts.

• Extensive expertise in mortgage document types and data: including 1003, 1008, Closing Disclosure, AUS findings (DU/LP), appraisals, title commitments, 4506-C, W-2, paystubs, bank statements, flood certs, and more.

• Strong understanding of mortgage regulatory frameworks: including RESPA, TILA, TRID, FNMA/FHLMC seller/servicer guides, CFPB guidelines, and QM/ATR rules.

• Proven ability to effectively communicate technical product capabilities to both technical and non-technical audiences, covering integration patterns, API concepts, and workflow automation logic.

• Documented success in achieving measurable business outcomes for enterprise clients, with achievements like reduced cycle times, enhanced accuracy, FTE optimization, and SLA performance, complemented by strong executive presence and communication skills.

• Based in the US with the ability to travel to client locations as required.

• Familiarity with Loan Origination Systems (Encompass, Empower, OpenClose, BSSI), AI/OCR/IDP platforms, workflow automation in regulated financial services, mortgage QC processes, and tools such as Salesforce, Gainsight, Jira, Confluence, or Tableau/Power BI is highly advantageous.

• MISMO or industry certification (CMB, CMT) is a plus.

🏝️ Benefits

• Work at the convergence of AI and mortgage, a highly document-intensive sector, with a company recognized as a Gartner 2025 IDP Magic Quadrant Leader.

• Be a foundational member of a developing US Customer Success practice; influence how Infrrd scales alongside enterprise mortgage clients.

• Gain direct access to product and engineering leadership; your mortgage expertise will play a crucial role in shaping the product roadmap.

• Experience a collaborative, fast-paced culture that genuinely prioritizes customer outcomes and continuous learning.