Director Customer Success

Ocrolusinc; New York (NY); Hybrid; USD 180,000 - 230,000; Full time

Job summary

Ocrolus is seeking a senior Customer Success leader to own global ticket operations and lead implementations from our New York hybrid hub. You will build and mentor an India-based CS team supporting US, UK and Canada while partnering with AM, Product and Engineering to resolve complex client issues.

The role requires 7+ years in CS, B2B SaaS/fintech expertise, and a strong record of SLA-driven performance and scalable processes.

Qualifications

• 7+ years in Customer Success or Support Operations with at least 2 years in leadership.
• Experience managing offshore/India-based teams serving enterprise clients across geographies.
• B2B SaaS or fintech background with scaled deployment and support experience.
• Proven SLA-driven support operations ownership with tracking of resolution time and CSAT.
• Implementation experience overseeing onboarding and go-live for enterprise clients.
• Ability to operate across multiple product lines simultaneously.
• Excellent communication skills, coordinating with VP and India delivery team.

Responsibilities

• Own end-to-end ticket resolution across accounts globally.
• Lead the implementation function to ensure go-live on time and within scope.
• Build and lead a high-performing India-based CS team serving US, UK and Canada.
• Coordinate with Account Management, Product and Engineering to resolve complex client issues.
• Develop scalable support processes, playbooks and escalation frameworks.
• Ensure consistent, high-quality service delivery and implementation experience.

Skills

Leadership

Global teams

B2B SaaS

SLA management

Implementation

Product knowledge

Communication

Job description

Come build at the intersection of AI and fintech. At Ocrolus, we’re on a mission to help lenders automate workflows with confidence—streamlining how financial institutions evaluate borrowers and enabling faster, more accurate lending decisions.

Our AI workflow and analytics platform for lenders is trusted at scale, processing nearly one million credit applications every month across small business, mortgage, and consumer lending. By integrating state-of-the‑art open‑and closed‑source AI models with our human‑in‑the‑loop verification engine, Ocrolus captures data from financial documents with over 99% accuracy. Thanks to our advanced fraud detection and comprehensive cash flow and income analytics, our customers achieve greater efficiency in risk management, and provide expanded access to credit—ultimately creating a more inclusive financial system.

Trusted by more than 400 customers—including industry leaders like Better Mortgage, Brex, Enova, Nova Credit, PayPal, Plaid, SoFi, and Square—Ocrolus stands at the forefront of AI innovation in fintech. Join us, and help redefine how the world’s most innovative lenders do business.

What you’ll own

• Ticket operations: Own end-to-end ticket resolution — time to resolution, accuracy and client satisfaction across all accounts globally
• Implementations: Lead the implementation function, ensuring clients go live on time, on scope and with high satisfaction
• Team leadership: Build, manage and develop a high‑performing India‑based CS team serving clients across the US, UK and Canada
• Cross‑functional coordination: Partner with AM, Product and Engineering to resolve complex client issues and feed insights back into the roadmap
• Process excellence: Build scalable support processes, playbooks and escalation frameworks as Ocrolus grows
• Service delivery scope: Ensure every Ocrolus client receives consistent, high‑quality support and implementation delivery — you own the service experience, not the commercial relationship

How we’ll measure success

• Ticket resolution time: Average and P90 time from ticket open to resolution, by product line and severity
• Ticket accuracy: % of tickets resolved correctly on first contact; re-open rate
• Customer satisfaction: CSAT scores on support interactions and implementation completions
• Implementation success: % of implementations completed on time and on scope; time to go‑live

What we’re looking for

Must have

• 7+ years in Customer Success, Support Operations or Implementation — with at least 2 years in a leadership role
• Experience managing offshore/India‑based teams serving enterprise clients across multiple geographies
• B2B SaaS or fintech background — you understand how software is deployed, adopted and supported at scale
• Proven track record owning SLA‑driven support operations — you track resolution time, accuracy and CSAT obsessively
• Implementation experience — you’ve run or overseen the onboarding and go‑live of complex software for enterprise clients
• Ability to operate across multiple product lines simultaneously — breadth over depth matters here
• Excellent communication skills — you’ll manage up to the VP of Account management and down to an India‑based delivery team

Nice to have

• Experience in lending, fintech, mortgage or financial services software
• Familiarity with document automation, OCR or AI‑powered data products
• Experience building CS teams from scratch or through a high‑growth phase
• Comfort with data and analytics to diagnose support trends and drive operational decisions

Why this role, why now

• Real ownership: this is not a coordinator role — you own the service experience for all accounts
• Growing team: the India‑based team is expanding and new product solutions are actively being built
• New York HQ: work from Ocrolus's New York office with a hybrid setup
• Meaningful work: Ocrolus technology helps lenders make faster, fairer credit decisions for millions of borrowers

Life at Ocrolus

We’re a team of builders, thinkers, and problem solvers who care deeply about our mission — and each other. As a fast‑growing, remote‑first company, we offer an environment where you can grow your skills, take ownership of your work, and make a meaningful impact.

Our culture is grounded in four core values:

• Empathy – Understand and serve with compassion
• Curiosity – Explore new ideas and question the status quo
• Humility – Listen, be grounded, and remain open‑minded
• Ownership – Love what you do, work hard, and deliver excellence

We believe diverse perspectives drive better outcomes. That’s why we’re committed to fostering an inclusive workplace where everyone has a seat at the table, regardless of race, gender, gender identity, age, disability, national origin, or any other protected characteristic.

We look forward to building the future of lending together.