Director, Customer Solutions & Success

• 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

• 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