Director Customer Success

Join Ocrolus, a leading fintech company, as the Director of Customer Success. In this role, you will own end-to-end ticket resolution, lead the implementation function, build and manage a high-performing customer success team, coordinate cross-functionally, and ensure process excellence. You will also have the opportunity to enjoy a comprehensive health package, unlimited time off, paid parental leave, catered meals, and more.

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