Senior Onboarding & Relationship Manager

LendingPad is a fast-growing Loan Origination System (LOS) built for the modern mortgage institution. The suite of products include a point of sale (POS), compliance engine, document solution, API, and other mortgage-origination related products. Our goal is to provide a scalable, efficient, and compliant software solution to meet the needs of today’s demands.

Job Description:

We are seeking a dynamic and client-focused Senior Onboarding & Relationship Manager to lead the successful implementation and long-term engagement of our mortgage software solutions. This role bridges the gap between technology and customer satisfaction, ensuring clients are empowered, supported, and delighted throughout their journey with us.

Requirements:

• 5+ years of mortgage experience
• Prior direct experience client onboarding, relationship management, or account management—preferably in the mortgage or financial technology
• Strong understanding of mortgage operations (origination, underwriting, closing, servicing)
• Excellent communication, presentation, and interpersonal skills
• Experience with CRM tools (e.g., HubSpot) and project management platforms
• Ability to manage multiple clients and priorities in a fast-paced environment
• Problem-solving mindset with a passion for customer success
• Familiarity with mortgage software platforms (LendingPad LOS or other LOS)
• Strong work ethics, a passion for excellence and a desire to continuously learn
• Exceptional multi-tasking abilities and a high level of organization to manage competing priorities in a fast-paced environment
• Polite and professional attitude

Education:

• Bachelor’s degree in Business, Finance, Technology, or related field preferred

Duties:

• Lead end-to-end onboarding for new mortgage software clients, including planning, configuration, training, and go-live support
• Serve as the primary point of contact for client relationships post-implementation, ensuring satisfaction and retention
• Serve as the senior point of escalation during onboarding to ensure timely resolution and client confidence
• Collaborate with internal teams (Product, Development, Support) to resolve client issues and deliver enhancements
• Develop customized onboarding plans based on client workflows, regulatory needs, and platform capabilities
• Conduct regular check-ins and business reviews to assess client health and identify growth opportunities
• Monitor usage metrics and proactively address adoption challenges
• Advocate for client needs and feedback in product roadmap discussions
• Stay current on mortgage industry trends, compliance changes, and technology updates to advise clients effectively
• Facilitate seamless transitions from sales to onboarding by serving as the primary liaison between new clients and internal teams
• Collaborate closely with sales, operations, and development teams to deliver a consistent and high-touch onboarding journey that reinforces trust and sets the foundation for long-term relationships
• Provide departmental guidance, mentorship, and oversight to support employee training, onboarding, and recruitment efforts.
• Continuously evaluate and enhance onboarding processes to improve efficiency, client satisfaction, and compliance

Schedule:

• Onsite at our McLean office Monday – Thursday, Remote on Fridays
• Some travel may be required

Equal Opportunity Employer Statement:

LendingPad is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are committed to providing reasonable accommodations to individuals with disabilities in accordance with the Americans with Disabilities Act (ADA). If you require assistance or accommodation during the application process, please contact HR at Lauren.Shaw@lendingpad.com.

Job Type: Full-time

Pay: From $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Application Question(s):

• Describe a time when a customer was frustrated or upset during onboarding. How did you handle the situation, and what was the outcome?
• How many years of experience do you have working in the mortgage industry?

Experience:

• CRM software: 1 year (Required)

Ability to Commute:

• McLean, VA 22102 (Required)

Willingness to travel:

• 25% (Required)

Work Location: Hybrid remote in McLean, VA 22102