Reports to: Chief of Global Customer Experience  |  Level: Director  |  Scope: Global

Who we are 

Spectralink provides best-in-class Wi-Fi smartphones that enable mobile workers like nurses, warehouse staff, and big store sales associates to do their job better than ever. 

As the global leader in purpose-built wireless communications, we’ve deployed over 3 million devices to customers around the world. Our dedication to listening and understanding the needs of the customer is the foundation of our business. We use this expertise every day to build the right solutions for mobile workers. 

Headquartered in Louisville, Colorado with offices in the U.K. and Denmark, we are one global company with a common vision and mission to provide the best possible enterprise mobile experience for our customers. 

Want to know the best thing about working for our company? The people. Working at Spectralink means innovation with authority and collaboration among industry experts with uncompromising integrity and agility. Our employees have a chance to make powerful contributions every day. We want to hear from you if you possess the following skills and qualifications, and are ready to join our team of positive, authentic, dedicated, and innovative thinkers.

Role Overview

The Director, Global Customer Success & Solutions will build and lead Spectralink’s global Customer Success organization, bringing Customer Success and Solution Architecture together to create a seamless customer experience from signing through adoption, optimization, renewal, and growth.

We are building on the strong relationships our Solution Architects already have with customers and combining that technical expertise with proactive Customer Success. This leader will initially lead Customer Success Executives and Solution Architects, including POC activities, while developing the organization into a scalable global capability and adding technical depth as customer and regional needs evolve.

This is a hands-on player-coach role for a leader who can build the organization while remaining close to strategic customers and the team.

What You'll Lead

• Build and execute Spectralink’s global Customer Success strategy and operating model.
• Lead and develop Customer Success Executives and the Customer Success Architect organization, including POC activities.
• Create clear ownership and continuity across the customer lifecycle, from signing and technical discovery through adoption, optimization, renewal, and expansion.
• Expand Customer Success globally with consistent processes, tools, metrics, engagement standards, and appropriate regional flexibility.
• Define account segmentation, coverage models, customer health measures, Success Plans, and executive governance for strategic customers.
• Recruit, coach, and develop high-performing customer-facing and technical talent, including clear career paths and expectations.
• Remain directly engaged with a select group of strategic customers and serve as an executive escalation point when needed.

Customer Success & Technical Leadership

• Build on the trusted relationships and technical expertise already established by our Solution Architects.
• Ensure technical expertise is integrated throughout the customer lifecycle and aligned to measurable customer outcomes.
• Establish clear engagement models across Customer Success, Sales, Professional Services, Support, Product, and Engineering.
• Strengthen technical discovery, solution architecture, POCs, adoption, optimization, and technical success planning for complex customers.
• Identify recurring customer and technical challenges and translate them into scalable improvements across products, services, processes, and enablement.
• Use customer insights and operational data to identify risk, improve retention, and uncover opportunities for greater customer value and growth.

Global & Cross-Functional Leadership

• Build Customer Success from its current foundation into a truly global capability across regions.
• Partner closely with Sales, Professional Services, Support, Product, Engineering, Education, Marketing, and regional leadership.
• Create effective handoffs and shared accountability across the customer lifecycle.
• Represent the voice of the customer internally and bring structured customer insights to Product and Engineering.
• Build a culture of customer advocacy, accountability, technical curiosity, collaboration, and measurable outcomes.

What We're Looking For

• Minimum of 8 years of leadership experience in Customer Success, Solution Architecture, technical account management, customer engineering, or related customer-facing functions.
• Experience building, scaling, or transforming Customer Success organizations and leading geographically distributed teams.
• Healthcare technology experience strongly preferred, including familiarity with complex healthcare IT environments, workflows, integrations, and stakeholder structures.
• Strong understanding of enterprise technology and complex solution deployments, with the ability to lead both relationship-oriented and highly technical professionals.
• Demonstrated success with strategic enterprise customers, executive relationships, adoption, retention, value realization, and growth.
• Strong executive communication, cross-functional influence, and organizational leadership skills.
• A builder and player-coach who is hands-on, technically curious, data-driven, collaborative, and comfortable operating in an evolving environment.

What Success Looks Like

Success in this role means creating a high-performing global Customer Success organization that combines strong customer relationships with deep technical expertise, increases adoption and measurable value, reduces preventable customer risk, strengthens retention and growth, and delivers a consistent Spectralink experience across regions.

Location: This is a US based position with a preference for this person to be in in the Central or Eastern time zone, but we’ll consider all US locations. 

What We Offer: At Spectralink you’ll have an opportunity to work in an established, profitable company on well-respected, globally distributed products. 

When you look us up, you’ll find that we have been around for a while and have had an amazing ride; an IPO, an acquisition, now coming full circle with the tremendous opportunity to be back on our own. We are excited about the future. We have an incredibly dedicated and passionate team, supportive and involved executive leadership and a renewed focus to continue to dominate our industry.   

All of this history makes us unique, we’re a smaller company (under 200) which means you’ll have a voice in the organization, along with a seasoned team and proven products. We offer a 401k match as well as a comprehensive benefits plan.