Global Head, Customer Solutions & Success

Ziff Davis, Inc.; Kuala Lumpur; On-site; MYR 817,000 - 1,144,000; Full time

Job summary

Ookla, an Accenture company, seeks a senior leader to own the global strategy and operating model for Customer Solutions & Success across regions. The role involves leading Directors and Senior Managers, aligning customer outcomes with corporate priorities, and driving expansion and retention across geographies, products, and markets.

The ideal candidate has extensive experience in telecom or data-driven tech, a proven track record of scaling global customer-facing teams, and a strong ability to

Qualifications

• 18+ years of experience in Telco, ISP, or enterprise-level technology environments, spanning customer success, solutions, or go-to-market leadership roles.
• 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.

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.

Skills

Executive leadership

Strategic thinking

Operational discipline

Influencing executives

Telecom expertise

Job description

Ookla, an Accenture company, seeks a senior leader to own the global strategy and operating model for Customer Solutions & Success across regions. The role involves leading Directors and Senior Managers, aligning customer outcomes with corporate priorities, and driving expansion and retention across geographies, products, and markets.

The ideal candidate has extensive experience in telecom or data-driven tech, a proven track record of scaling global customer-facing teams, and a strong ability to