Loan Originator Success Manager

Job Description

Job Description

Loan Originator Success Manager

About C2 Financial
C2 Financial is one of the nation's top-ranked mortgage brokerages, with a 30-year track record of giving independent loan officers the tools, technology, and support they need to win. Our originator network spans the country, and we invest heavily in the people, systems, and infrastructure that help our loan officers close more loans with less friction. We're growing, and we're building the team to match.

The Role
As our Loan Originator Success Manager, you'll lead the team that serves as the heartbeat of C2's day-to-day relationship with our loan originator network. You'll manage and develop a three-person Client Relations Team, own the end-to-end onboarding experience for new originators, and serve as a culture carrier for how C2 shows up for the people who power our platform. This is a people-first, problem-solving leadership role — equal parts team builder, process owner, and originator advocate.

What You'll Do
Team Leadership & Service Standards

• Lead, coach, and develop the Client Relations Team — C2's primary point of contact for originator questions, platform support, and day-to-day needs
• Set and maintain service level expectations, response time standards, and quality benchmarks for the team
• Model and reinforce C2's service culture in every interaction, holding the team to the same standards
• Serve as an escalation point for complex or sensitive originator concerns, driving timely resolution through the right internal partners

Originator Onboarding

• Own the end-to-end onboarding experience for new loan originators — welcome, system setup, training coordination, licensing logistics, and the 30/60/90-day engagement arc
• Partner cross-functionally with operations, technology, licensing, and compliance to remove friction and get originators productive quickly
• Track onboarding metrics and identify opportunities to improve time-to-productivity and first-year retention

Process Improvement & Communication

• Identify recurring questions, pain points, and themes from originator interactions and translate them into process improvements, training content, or system changes
• Develop and maintain originator-facing communication assets: templates, FAQs, knowledge base articles, and self-service resources
• Track and report on client experience metrics — satisfaction, ticket volume, resolution time, recurring themes — and surface trends to leadership

What We're Looking For
Required

• 5+ years of professional experience, with at least 3 years in a client-facing, originator-facing, or customer success function
• 2+ years of direct people management experience leading a support, success, operations, or experience team
• Demonstrated track record of designing or improving onboarding programs, support workflows, or client experience processes
• Strong written and verbal communication skills — clear, warm, professional, and adaptable
• Problem-solver who can navigate ambiguity and partner cross-functionally to drive solutions

Nice to Have

• Mortgage industry experience, especially in a wholesale, broker, or originator-facing environment
• Familiarity with loan origination systems, pricing engines, or other mortgage technology platforms
• Experience supporting independent contractors or 1099 sales producers
• Experience with help desk, ticketing, or knowledge base tools
• Bachelor's degree or equivalent professional experience

Compensation & Details
Salary: $75,000 – $100,000 base, depending on experience
Total Compensation: $95,000 – $140,000 target total cash (base + performance bonus)
Employment Type: Full-Time | Exempt
Location: San Diego, CA — In-office (C2 HQ)

Benefits

• Paid Time Off and Paid Holidays
• Bonus Opportunities
• Medical, Dental, Vision, and Life Insurance
• Fitness Reimbursement
• Weekly Company Lunches & Breakfasts
• Company Sponsored Events

Equal Employment Opportunity Statement
C2 Financial is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, age, physical or mental disability, medical condition, genetic information, marital status, military or veteran status, or any other characteristic protected by federal, state, or local law.

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