Note: The job is a remote job and is open to candidates in USA. Areal.ai is an AI company focused on mortgage operations, providing document automation and agentic AI solutions for lenders. The Customer Success Manager will own enterprise lender accounts from onboarding through expansion, configuring workflows, training teams, driving adoption, resolving production issues, and translating operator feedback into product improvements.
Responsibilities
- Own onboarding and implementation for new lender accounts: workflow mapping, configuration, UAT, and go-live
- Train closing, funding, post-closing, and processing teams on Areal CD Balancer and Copilot Agent
- Run regular business reviews with operations leaders — tie usage to hours saved, cost per loan, and throughput
- Configure and tune agents against each lender's investor requirements, fee logic, and document standards
- Serve as the escalation point for production issues; work directly with engineering to resolve them
- Identify expansion opportunities across additional workflows and business units
- Bring the voice of the operator into product: what's actually broken, what would move the needle
- Drive adoption, retention, and reference-ability across your book of business
Skills
- 5+ years of hands-on mortgage closing or underwriting experience at a lender, title company, or servicer
- Deep working knowledge of the closing process: CD preparation and balancing, fee reconciliation, TRID timing, closing packages, funding conditions
- Fluency in at least one LOS — ICE Encompass, MeridianLink, or Byte
- Strong communication skills; comfortable running a working session with a VP of Closing and a training session with a team of closers on the same day
- Organized and self-directed — you can run multiple accounts in parallel without being managed day to day
- Underwriting experience — credit, income, asset, and collateral review
- Post-closing / investor delivery experience (defect resolution, trailing docs, investor packages)
- Prior customer success, implementation, or account management experience at a mortgage technology vendor
- Experience leading a closing or post-closing team
- Familiarity with title production systems (RamQuest, ResWare, SoftPro) or MISMO data standards
Benefits
- Bonus
- Equity
- Remote flexibility
Company Overview