Director Customer Solutions & Success

The Opportunity
The Director, Customer Solutions & Success plays a critical role in ensuring Ookla’s unmatched data and connectivity intelligence translates into consistent, scalable customer impact worldwide. This role is essential to aligning customer outcomes with company strategy as Ookla continues to grow globally. This is a senior executive leader position with a scope to scale customer-facing organizations globally. It will operate at the intersection of strategy, execution, and influence, shaping how customer solutions and success are managed and enabled across regions, products, and markets.
Key Responsibilities
Directors in CSS own customer outcomes and solution success at global scale; Services own implementation and delivery execution, and Sales owns commercial renewals.
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
Job Qualifications
We are looking for the right person, not the exact list of requirements. If you believe your life experience has prepared you for similar challenges, we’d like to hear from you.
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