Customer Success Manager-Mortgage

We are Infrrd , a Gartner-recognized leader in AI-powered Intelligent Document Processing (IDP), helping global enterprises extract, understand, and act on data locked in complex documents. Our proprietary AI and ML models are trusted by some of the world’s largest financial institutions, insurers, and mortgage companies to dramatically accelerate operations, reduce costs, and improve accuracy at scale. We're looking for a Customer Success Manager (Mortgage Domain Specialist) to be the primary strategic partner for our enterprise mortgage clients. This senior role requires 10+ years of hands-on mortgage experience paired with the technical fluency to guide onboarding and drive end-to-end workflow automation on Infrrd's platform, owning the full customer lifecycle from onboarding through QBRs and expansion. What You'll Own: ● Lead end-to-end onboarding for enterprise mortgage clients, from contract signature through go-live, including success plans, training, and acceptance criteria tailored to each client's mortgage operations (origination, underwriting, servicing, post-close). ● Coordinate with Infrrd's implementation and engineering teams to configure document extraction models for loan specific document types (1003, 1008, CD, AUS findings, appraisals, W-2s, 4506-C, etc.) and track adoption metrics through ramp-up. ● Partner with clients and Product to design and implement automated mortgage workflows, from intake and classification to data extraction, validation, and downstream handoffs, translating requirements like TRID compliance checks, stacking order automation, and condition clearing into product configurations. ● Act as a subject matter expert on mortgage document taxonomies, regulatory frameworks (RESPA, TILA, FNMA/FHLMC), and LOS/LoanOS ecosystem integrations (Encompass, Empower, BSSI, etc.), documenting best practices for repeatable deployment. ● Own deep, trusted relationships with C-suite, VP, and Director-level stakeholders across operations, technology, and compliance within mortgage lenders, servicers, and IMBs, serving as the single point of contact for post-sales activities, escalations, and structured QBRs/EBRs that demonstrate quantifiable ROI. ● Own net revenue retention (NRR) and expansion targets for your book of accounts, including upsell and cross-sell of additional Infrrd modules, partnering with Account Executives on renewal strategy and growth planning. ● Synthesize client feedback into clear, prioritized product requirements; act as an internal SME for Product, reviewing proposed features against real-world mortgage use cases and regulatory constraints. ● Use customer health scoring, usage analytics, and engagement signals to proactively manage account risk and opportunity, maintaining clean CRM hygiene (Salesforce/Gainsight) and accurate renewal/expansion forecasts. What We're Looking For: ● 10+ years of experience in the mortgage industry, in Mortgage Operations, Underwriting, Loan Processing, Servicing, or…