Global Head of Customer Solutions & Success

Ookla; Malaysia; Hybrid; MYR 600,000 - 1,200,000; Full time

Job summary

Ookla, a global leader in connectivity intelligence, seeks a Senior Director, Customer Solutions & Success to scale customer outcomes worldwide. You will align customer outcomes with company strategy and shape how solutions are delivered across regions, products, and markets.

In this executive role, you will own the global strategy, lead Directors and Senior Managers, and partner with Sales, Product, and Engineering to drive adoption, renewal readiness, and long-term value realization across the

Qualifications

• 18+ years in telco, ISP, or enterprise technology leadership roles.
• Proven track record scaling global or multi-regional customer-facing orgs.
• Credibility in telecom, connectivity, or data-driven platforms.
• Demonstrated ability to influence executive stakeholders.
• Strong strategic mindset with operational discipline.
• Experience defining and scaling customer engagement models and value demos.

Responsibilities

• Own global strategy and operating model for CSS across regions.
• Lead Directors and Senior Managers to build a scalable leadership bench.
• Define customer engagement across lifecycle from pre-sales to renewal readiness and expansion.
• Establish and govern global standards for value articulation and solution storytelling.
• Oversee shared-pool engagement models with other units to ensure high-impact coverage.
• Partner with Sales, Product, Engineering, and Executive Leadership to align customer strategy with priorities.
• Represent the voice of the customer at the executive level to shape roadmap and investments.
• Drive measurable outcomes across retention, expansion, advocacy, and long-term value realization.

Skills

Global leadership

Executive influence

Strategic thinking

Operational discipline

Customer engagement

Change management

Job description

Ookla, a global leader in connectivity intelligence, seeks a Senior Director, Customer Solutions & Success to scale customer outcomes worldwide. You will align customer outcomes with company strategy and shape how solutions are delivered across regions, products, and markets.

In this executive role, you will own the global strategy, lead Directors and Senior Managers, and partner with Sales, Product, and Engineering to drive adoption, renewal readiness, and long-term value realization across the