Director Customer Success

Ocrolus; New York (NY); Hybrid; USD 150,000 - 230,000; Full time

Job summary

Ocrolus is seeking a senior leader to own global customer success and implementations, driving end-to-end ticket resolution, on-time deployments, and scalable processes. You will build and guide an India-based CS team serving US, UK and Canada, and partner with AM, Product and Engineering to resolve complex client issues.

Ideal candidates have 7+ years in CS or implementations with 2+ years in leadership, strong offshore team management experience, and a fintech/B2B SaaS background.

Qualifications

• 7+ years in Customer Success, Support Operations or Implementation.
• At least 2 years in a leadership role.
• Experience managing offshore/India-based teams servicing enterprise clients.
• B2B SaaS or fintech background with scalable software deployment knowledge.
• Proven track record owning SLA-driven support operations and CSAT metrics.
• Experience implementing and going-live of complex software for enterprise clients.

Responsibilities

• Own end-to-end ticket resolution metrics including time to resolution and CSAT.
• Lead the implementations function to ensure on-time go-lives and scope alignment.
• Build and develop a high-performing India-based CS team serving US, UK, Canada.
• Coordinate with AM, Product and Engineering to address complex client issues.
• Develop scalable support processes, playbooks and escalation frameworks.
• Own the service experience across all Ocrolus accounts.

Skills

Customer Success leadership

SLA management

Cross-functional collaboration

Offshore team management

Enterprise client support

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

Metric

• 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.