Director Customer Success

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. Ocrolus's technology helps lenders make faster, more accurate credit decisions for millions of borrowers — we're hiring a Director of Customer Success to own how every one of those clients experiences our support and implementations. 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 What we're measuring 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: w…