Customer Success Manager – Mortgage

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

📋 Description

• Manage the customer relationship from project initiation through to go-live and beyond.

• Provide guidance to lenders on implementation and convert existing system processes into Loancrate configurations.

• Respond to real-time product inquiries from loan officers, processors, operations leaders, and executives.

• Address objections and assist customers in progressing towards go-live.

• Communicate the ongoing benefits of Loancrate throughout the implementation process.

• Act as the trusted partner post-go-live, serving as a coach and the primary point of contact.

• Compile customer requests, unique scenarios, and pain points as feedback for Product and Engineering teams.

• Support the sales team by conducting product demonstrations and engaging with potential clients.

• Develop advisory frameworks, configuration suggestions, objection-handling resources, and account documentation.

• Travel domestically within the United States approximately once a month, with the possibility of additional milestone trips.

• Become the main customer-facing Customer Success Manager (CSM) for at least one live lender account within the first 90 days.

• Build collaborative relationships with Product and Engineering for regular customer feedback and product inquiries.

⛳️ Requirements

• Minimum of 2-3 years of direct mortgage lending experience at a lender.

• Experience in customer or borrower-facing roles.

• Consultative and sales-oriented mindset, including the ability to handle objections and engage in persuasive customer interactions.

• Extensive knowledge of the mortgage lifecycle from application to funding.

• Familiarity with 1003, LE, CD, AUS findings, conditions, and lock extensions.

• Experience as a CSM, Account Manager (AM), or Sales Development Representative (SDR) at a mortgage technology company is preferred but not mandatory.

• Practical experience with a loan origination system such as Encompass, Empower, or Byte.

• Excellent written and verbal communication skills.

• Comfortable leading customer working sessions and product demonstrations.

• Proactive and adaptable in ambiguous situations.

• Interest in AI and its influence on mortgage workflows.

• Experience in the mortgage or lending industry is essential.

🏝️ Benefits

• Comprehensive medical coverage (100% of employee + family premiums paid).

• Vision and dental insurance.

• 401(k) retirement plan.

• Health Savings Account (HSA) / Flexible Spending Account (FSA).

• Access to the lender partner's employee loan program.

• Remote-first culture - work from any location that suits you best.

• Flexible time off policy - we trust you to manage your time effectively.