Hybrid Director of Pre-Sales Engineering, Customer Success

at ZeroTier, Inc.

• Job title: Director of Pre-Sales Engineering, Customer Success
• Job type: Full Time
• Experience level: Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cyber Security, Distributed Systems
• Location requirements: Hybrid, United States

About the role

• Director of Customer Success responsible for leading the Customer Success function at ZeroTier. Overseeing pre-sales engineering efforts and ensuring technical customer success.

Responsibilities

• 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