You are a seasoned, customer-focused solutions leader trusted to manage complex, high-impact customer engagements. You operate comfortably across pre-sales, implementation alignment, adoption, and renewal readiness, and you are relied upon to navigate ambiguity, manage risk, and guide customers through technically and commercially complex decisions.

This role represents the next step beyond the core CSM—expanding accountability from direct engagement to cross-functional orchestration, risk management, and strategic influence, while remaining hands-on with customers.

Senior Customer Solutions Managers own solution success for complex accounts and orchestrate cross-functional teams; Services owns implementation and delivery execution, and Sales owns commercial renewals.

• Lead complex or strategic customer engagements from pre-sales influence through adoption and renewal readiness

• Shape deal strategy and solution qualification for high-value or high-risk opportunities

• Proactively engage Network Intelligence to identify risks, trends, and optimization opportunities

• Translate Ookla’s data and network intelligence into strategic, outcome-driven customer recommendations

• Lead value demonstration and technical storytelling for complex opportunities, guiding how demos, benchmarks, and insights are positioned to executive stakeholders

• Shape demo and proof-point strategy for strategic pursuits, ensuring alignment between customer needs, solution capabilities, and success outcomes

• Act as a senior escalation point, coordinating resolution across Services, Product, and Engineering, ensuring clear ownership and accountability across teams

• Drive adoption and expansion, and enable successful renewals by ensuring measurable value realization

• Represent customer and regional market perspectives in internal planning and prioritization discussions

• Strengthen executive-level relationships with customer technical and business stakeholders

• 7+ years of experience in Telco, ISP, or enterprise technology roles spanning pre-sales, customer success, and solution management across TAM, solutions consulting, or pre-sales roles

• Proven success managing complex enterprise customers across multiple phases of the solution lifecycle

• Strong understanding of network performance, connectivity solutions, and data-driven platforms

• Ability to synthesize technical, analytical, and commercial inputs into clear guidance for senior stakeholders

• Proven experience leading executive-level value demonstrations and influencing customer decisions through technical storytelling

• Excellent communication skills across executive, commercial, and technical audiences

• Strong problem-solving skills and comfort operating under pressure and ambiguity

• Experience working across regions, cultures, and cross-functional teams

• Willingness to travel regularly for client meetings and strategic engagements

• Familiarity with Ookla products or similar analytics and network intelligence platforms is advantageous