Client Onboarding Manager
About Instamo
Instamo is a mortgage application automation platform built for brokers, alongside infrastructure that powers lenders. We streamline the mortgage journey from application through to completion, reducing manual work, improving accuracy, and accelerating decisions across the ecosystem.
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Job Title: Client Onboarding Manager (Mortgage CRM / Mortgage SaaS)
Location: Bank, London (3–4 days per week in-office)
Salary: £45,000 + Share Options
Department: Customer Success / Implementation
Reports To: Head of Customer Success / Operations
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Role Overview
We are looking for a driven and experienced Client Onboarding Lead to own and deliver a best-in-class onboarding experience for clients using our mortgage CRM / mortgage SaaS platform.
You will play a key role in ensuring new clients are successfully implemented, trained, and set up for long-term success. This role requires someone who understands the UK mortgage ecosystem and has hands-on experience with mortgage CRM systems or mortgage SaaS platforms.
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Key Responsibilities
End-to-End Onboarding Ownership
* Lead onboarding projects from post-sale handover through to go-live
* Define onboarding plans, timelines, and success milestones
* Ensure a seamless and professional client experience
Implementation & Delivery
* Configure the platform based on client requirements
* Support data migration and integrations where required
* Translate mortgage workflows into scalable system setups
Client Training & Enablement
* Deliver engaging training sessions (virtual and in-person)
* Educate clients on best practices across the mortgage lifecycle
* Drive early product adoption and usage
Stakeholder Management
* Build strong relationships with brokers, lenders, and internal teams
* Act as the main point of contact during onboarding
* Manage expectations and proactively resolve issues
Process Improvement
* Create and refine onboarding playbooks and documentation
* Identify opportunities to streamline onboarding and reduce time-to-value
* Contribute feedback to Product based on client needs
Performance Tracking
* Monitor onboarding KPIs (time-to-launch, adoption, satisfaction)
* Report insights and continuously improve onboarding outcomes
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Required Experience & Skills
Essential
* Experience in Client Onboarding, Implementation, or Customer Success
* Proven experience with mortgage CRM systems or mortgage SaaS platforms
* Strong understanding of the UK mortgage process (broker workflows, compliance, underwriting)
* Excellent communication and client-facing skills
* Ability to manage multiple onboarding projects simultaneously
*Understand API client onboarding journeys
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Key Competencies
* Highly organised with strong project management skills
* Client-first mindset with a focus on delivering value
* Strong problem-solving and critical thinking ability
* Comfortable working in a fast-paced, evolving environment
* Clear and confident communicator
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What We Offer
* £45,000 salary
* Share options in a growing fintech business
* Hybrid working (3–4 days per week in our Bank, London office)
* Opportunity to make a significant impact in scaling onboarding
* Collaborative and ambitious team environment
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How to Apply
Please apply with your CV and a short summary of your experience working with mortgage CRM or mortgage SaaS platforms.