Director of Pre-Sales Engineering, Customer Success
ZeroTier, Inc.
full-time
Posted on:
Location Type: Hybrid
Location: United States
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Job Level
Tech Stack
About the role
- Own and lead the Customer Success organization, ensuring high-quality onboarding, technical support, adoption, and long-term customer success across ZeroTier’s user and enterprise base.
- Establish scalable CS processes, playbooks, tooling, and escalation paths to support a growing, highly technical customer footprint.
- Define and track CS success metrics, including onboarding effectiveness, customer health, retention risk, and expansion readiness.
- Serve as the senior technical escalation point for complex customer issues and strategic accounts.
- Act as ZeroTier’s founding pre-sales technical leader, supporting complex sales opportunities through architecture reviews, technical discovery, demos, proof-of-concepts, and security discussions.
- Partner closely with Sales to ensure strong technical qualification, successful deal execution, and clean handoffs from pre-sales to post-sales.
- Develop repeatable technical sales assets, demo environments, objection-handling frameworks, and reference architectures.
- Hire, onboard, and manage ZeroTier’s first dedicated Sales Engineer.
- Transition from direct deal support to coaching, enablement, and technical oversight as Sales Engineering capacity grows.
- Define when and how Sales Engineering is engaged to maximize leverage and avoid bottlenecks.
- Serve as the voice of the customer across Product and Engineering, providing structured feedback on usability, reliability, feature gaps, and deal blockers.
- Influence roadmap prioritization, packaging, documentation, and tooling based on real-world customer and prospect needs.
- Partner with Operations to ensure scalable, well-documented customer and sales-support workflows.
Requirements
- 8+ years of experience in B2B SaaS in Customer Success, Solutions Engineering, Sales Engineering, or closely related technical customer-facing roles.
- Proven experience leading or building Customer Success teams in highly technical products or platforms.
- Hands-on pre-sales technical experience supporting complex enterprise or mid-market sales cycles.
- Strong background in networking, infrastructure, distributed systems, and/or cybersecurity (e.g., networking platforms, VPNs, SD-WAN, zero trust, or adjacent technologies).
- Demonstrated ability to operate as a player coach, comfortable owning execution early while building toward scale.
- Experience hiring, mentoring, and developing technical roles (CSMs, SEs, support engineers, or similar).
- Excellent cross-functional communication skills, with the ability to influence Sales, Product, and Engineering without direct authority.
- Comfort operating in fast-paced startup or scale-up environments with evolving structure and priorities.
- Strong judgment in balancing short-term revenue support with long-term customer success and scalability.
Benefits
- Hybrid office / remote work environment
- Equity compensation package
- Generous employer-paid health insurance, including preventative dental care for adults
- 401K Plan with employer matching
- Flexible PTO policy
- Flexible work hours (subject to management approval)
- Career Enhancement Funds
- Employee Referral Bonus
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
B2B SaaSCustomer SuccessSolutions EngineeringSales Engineeringpre-sales technical experiencenetworkinginfrastructuredistributed systemscybersecuritytechnical sales
Soft Skills
leadershipcoachingmentoringcross-functional communicationinfluencejudgmentadaptabilityexecutioncustomer advocacyproblem-solving