Director Customer Success
HybridNew York, United States
Job Summary
Own end-to-end ticket resolution, ensuring time to resolution, accuracy, and client satisfaction across all global accounts. Lead the implementation function to guarantee clients go live on time, on scope, and with high satisfaction. Build, manage, and develop a high-performing India-based CS team serving enterprise clients across the US, UK, and Canada. Partner with Account Management, Product, and Engineering to resolve complex issues and feed insights into the roadmap. Build scalable support processes, playbooks, and escalation frameworks. Ensure consistent, high-quality service delivery for every client, focusing on the service experience rather than commercial relationships. Work from the New York office with a hybrid setup.
Required Qualifications
- 7+ years in Customer Success, Support Operations or Implementation
- 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
- Implementation experience
- Ability to operate across multiple product lines simultaneously
- Excellent communication skills
Desired Qualifications
- 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
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.