Product Manager, Point of Sale

WHO WE ARE 

Our mission is to build enterprise software and products that empower people to make mortgage lending simpler and more accessible. 

Maxwell was founded in 2015 by homebuyers who were shocked by the complexity of the mortgage process for borrowers and lending teams alike. Somehow, in the mix of paperwork, points, and process, the humanity and emotion of the largest financing decision of a person’s life had been lost. After spending a year with over 1,000 mortgage professionals, the founding team realized we needed to focus on making the people who make a difference shine. 

Today, we employ a world-class team of software experts and mortgage professionals committed to doing just that. Our digital mortgage platform powers hundreds of lending institutions nationwide—from independent mortgage banks and credit unions to brokers and community banks—helping them deliver better borrower experiences and stronger business outcomes. 

We are a committed team doing honest work that matters in the real world—one lender, one borrower, one homeowner at a time. 

WHO YOU ARE 

As the Manager, Customer Experience you are a highly skilled operator who thrives at the intersection of technology, customer experience, and  execution. You are equally comfortable leading complex enterprise implementations as you are diagnosing adoption challenges and guiding customers toward long-term success.

You bring both technical depth and customer-facing credibility, acting as a trusted advisor to clients navigating platform transitions and operational change. You understand how to translate legacy workflows into scalable, modern solutions and are motivated by helping customers unlock measurable value from their technology investments. 

You excel in fast-moving environments where you can own outcomes end-to-end—from onboarding and configuration through go-live and ongoing optimization. You are proactive, detail-oriented, and able to manage multiple stakeholders across technical, operational, and executive audiences. 

This role is ideal for someone who wants to play a critical role in both delivering successful implementations and shaping long-term enterprise client success through strong technical leadership and partnership. 

THE IMPACT YOU’LL HAVE 

• Lead end-to-end implementation for enterprise customers, particularly those transitioning from legacy POS platforms into Maxwell’s ecosystem  
• Own post-signature onboarding, including discovery, workflow mapping, configuration, integrations, and go-live execution  
• Translate legacy mortgage workflows into optimized, scalable processes using Maxwell’s Blueprint Builder and automation tools  
• Configure and deploy integrations across key systems including pricing engines, credit, income and asset verification, eClose, and LOS-connected platforms 
• Drive change management efforts to support successful client migration, ensuring adoption across frontline users including loan officers, processors, and closers 
• Develop and deliver training, documentation, and enablement resources to support ongoing adoption and operational success  
• Identify workflow gaps and proactively recommend improvements leveraging Maxwell BI and automation capabilities  
• Serve as the primary escalation point for enterprise clients post-launch, managing enhancements, support needs, and ongoing optimization  
• Analyze client usage and adoption data to identify trends, risks, and opportunities for increased engagement and efficiency  
• Partner cross-functionally with Product and Engineering to resolve complex issues and influence roadmap priorities based on client feedback 
• Collaborate with Customer Success and Sales to support expansion opportunities through improved adoption and demonstrated value  

IDEALLY YOU’LL HAVE 

We don’t expect candidates to know everything about mortgages. Passionate, driven, and performance-oriented individuals who are eager to learn will thrive in this role. 

However, for you to be successful, it will help if you have: 

• 5–8+ years of experience in enterprise SaaS implementation, technical customer success, or mortgage technology onboarding  
• Strong understanding of mortgage workflows and systems such as ICE/Encompass, MeridianLink, and related third-party tools  
• Proven experience leading complex platform migrations and driving adoption across multiple stakeholders  
• Expertise in project management, including managing large-scale implementations across technical, operational, and executive teams  
• Experience creating scalable documentation and implementation frameworks tailored to different stakeholder audiences  
• Ability to analyze data and leverage business intelligence tools to inform client strategy and improve outcomes  
• Experience supporting or implementing AI-driven support tools or knowledge bases  is a plus  
• Strong communication skills, with the ability to engage both technical and non technical stakeholders effectively  

WHY THIS ROLE IS DIFFERENT 

• You will own implementations end-to-end for complex enterprise customers, not just a piece of the process  
• You will directly influence customer adoption, retention, and expansion through both technical execution and strategic guidance  
• You will operate across implementation, support, and long-term success—giving you full visibility into the customer lifecycle 
• You will partner closely with Product and Engineering, helping shape the future of Maxwell’s platform based on real customer needs  
• You will play a key role in modernizing how lenders operate in a rapidly evolving mortgage technology landscape  

Salary Band: 

$90,000 – $130,000 (depending on experience and location)