Senior Director 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

The Opportunity

The Senior 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

• Senior 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 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

About

Ookla, an Accenture company, is a global leader in connectivity intelligence that brings together the trusted expertise of Speedtest®, Downdetector®, Ekahau®, and RootMetrics® to deliver unmatched network and connectivity insights. By combining multi-source data with industry-leading expertise, we transform network performance metrics into strategic, actionable insights.

Our solutions empower service providers, enterprises, and governments with the critical data and insights needed to optimize networks, enhance digital experiences, and help close the digital divide. At the same time, we amplify the real-world experiences of individuals and businesses that rely on connectivity to work, learn, and communicate. From measuring and analyzing connectivity to driving industry innovation, Ookla helps the world stay connected.

About Accenture

Accenture helps the world's leading enterprises reinvent by building their digital core and unleashing the power of AI to create value at speed for organizations across industries. Our strategy is to be the reinvention partner of choice for our clients and lead in the safe, widespread adoption of AI, and to be the most client focused, AI-enabled, great place to work in the world. We bring together the talent of our approximately 799,000 people with proprietary assets and platforms, deep process and industry expertise, and leading ecosystem relationships to deliver end-to-end solutions and measurable outcomes at scale. Through our Reinvention Services, we offer broad expertise across Cybersecurity, Digital Core, Finance, Industry and Enterprise, Song, Supply Chain and Engineering, and Talent, with advanced capabilities in AI and Data, Industry and Process, and Technology. We serve approximately 9,000 clients and generated approximately $70 billion in FY25 revenue. Visit us at accenture.com.

Compensation Range

Ookla provides a range for the base pay. Factors that may be used to determine your actual pay may include your specific job related knowledge, skills, experience, and geographic location. The salary compensation for this role is x - x. Individual pay within the compensation range for this business unit specific role is determined based on a variety of factors including experience, scope of the role, capabilities to perform the role, education and training, as well as business and company performance.