Director Customer Success

In this role, you will own the end-to-end service experience for every Ocrolus client. You will run ticket operations globally, driving resolution time, accuracy and client satisfaction. You will lead the implementation function, making sure clients go live on time, on scope and happy. You will build, manage and develop a high-performing India-based customer success team serving clients across the US, UK and Canada. You will partner with Account Management, Product and Engineering to resolve complex client issues and feed insights back into the roadmap. You will build scalable support processes, playbooks and escalation frameworks as the company grows. You will report to the VP of Account Management and own the service experience, not the commercial relationship. Your success will be measured by ticket resolution time, ticket accuracy, CSAT scores and implementation success.

Responsibilities

• Own end-to-end ticket resolution, time to resolution, accuracy and client satisfaction across all accounts globally
• Lead the implementation function, ensuring clients go live on time, on scope and with high satisfaction
• Build, manage and develop a high-performing India-based customer success team serving clients across the US, UK and Canada
• Partner with Account Management, Product and Engineering to resolve complex client issues and feed insights back into the roadmap
• Build scalable support processes, playbooks and escalation frameworks
• Ensure every client receives consistent, high-quality support and implementation delivery

Requirements

• 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
• Proven track record owning SLA-driven support operations tracking resolution time, accuracy and CSAT
• Implementation experience running or overseeing onboarding and go-live of complex software for enterprise clients
• Ability to operate across multiple product lines simultaneously
• Excellent communication skills
• Nice to have: experience in lending, fintech, mortgage or financial services software
• Nice to have: familiarity with document automation, OCR or AI-powered data products
• Nice to have: experience building CS teams from scratch or through a high-growth phase
• Nice to have: comfort with data and analytics to diagnose support trends

Benefits

• Hybrid work setup from the New York office
• Remote-first company