Director Customer Success, Ocrolus

• 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

Desirable

• 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