Director Customer Success

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.