[Hiring] Customer Success Manager @Loancrate

Role Description

Loancrate builds AI-native tooling to automate mortgage workflows. Our ultimate goal is fully automated origination, which has the potential to save lenders over $16B in operating expense per year.

We're looking for a Customer Success Manager to be the trusted advisor to our lender customers from day one of implementation through long after go-live. Your responsibilities include:

• Own the customer relationship from kickoff through go-live and beyond.
• Advise on implementation from the mortgage seat.
• Answer product questions in real time.
• Handle objections and keep customers moving.
• Sell the ongoing value of Loancrate through implementation.
• Be the trusted post-go-live partner.
• Be the mortgage voice of the customer internally.
• Support the sales motion.
• Help build the playbook.
• Willingness to travel approximately once-a-month domestically.

Qualifications

• Direct mortgage lender experience - 2-3 years at an actual lender.
• Customer/borrower-facing experience.
• Consultative, sales-minded instincts.
• Deep fluency in the mortgage lifecycle.
• CSM, AM, or SDR experience at a mortgage tech company - ideal but not required.
• Hands-on experience with a loan origination system (Encompass, Empower, Byte, etc.).
• Clear written and verbal communication.
• Comfort in front of customers and prospects.
• Bias to action and comfort with ambiguity.
• Curiosity about AI and its impact on mortgage workflows.

Requirements

• Be the primary customer-facing CSM on at least one live lender account within the first 90 days.
• Be trusted by the customer for product and mortgage questions.
• Handle hard customer conversations effectively.
• Establish a direct working relationship with Product and Engineering.
• By the 12-18 month mark, be a trusted operator across your book of business.

Benefits

• Robust medical coverage (100% of employee + family premiums covered).
• Vision & dental coverage.
• 401(k).
• HSA / FSA.
• Access to lender partner's employee loan program.
• Remote-first culture - work from wherever you do your best work.
• Flexible time off - we trust you to manage your time.