Director, Customer Solutions & Success
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Job Description
Director leading global customer solutions and success for Ookla’s connectivity intelligence business. Scaling customer-facing teams and driving retention, expansion, advocacy, and value realization.
Responsibilities:
- Own the global strategy and operating model for Customer Solutions & Success across regions
- Lead Directors and Senior Managers, building a strong, scalable leadership bench
- Define how Ookla engages customers across the solution lifecycle—from pre-sales value demonstration to adoption, renewal readiness, and expansion
- Establish and govern global standards for value articulation, technical storytelling, and solution demonstration
- Oversee shared-pool engagement models with Network Intelligence and Services to ensure efficient, high-impact coverage, partnering with Services for implementation and delivery execution
- Partner with Sales, Product, Engineering, and Executive Leadership to align customer strategy with company priorities
- Represent the voice of the customer and the market at the executive level, shaping roadmap, investment, and go-to-market decisions
- Drive measurable outcomes across retention, expansion enablement, customer advocacy, and long-term value realization
Requirements:
- 18+ years of experience in Telco, ISP, or enterprise-level technology environments, spanning customer success, solutions, or go-to-market leadership roles, with close partnership to services organizations
- Proven track record of scaling global or multi-regional customer-facing organizations
- Deep credibility in telecom, connectivity, or data-driven technology platforms
- Demonstrated ability to influence executive stakeholders and lead through complexity and change
- Strong strategic mindset paired with operational discipline
- Experience defining and scaling customer engagement models, success frameworks, and value demonstration standards
- Passion for building high-performing organizations that deliver measurable customer outcomes
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