Zerotier2mo ago

Director of Pre-Sales Engineering & Customer Success

PortlandRemoteexecutive

SalesSales Engineer

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Quick Summary

Overview

About Us ZeroTier leads the world in next-generation connectivity and cybersecurity. Our platform provides highly secure, peer-to-peer virtual networks,

Technical Tools

SalesSales Engineer

About Us

ZeroTier leads the world in next-generation connectivity and cybersecurity. Our platform provides highly secure, peer-to-peer virtual networks, relied upon by millions of users and businesses - from individual users and startups to mid-scale enterprises and Fortune 500 companies. We’re backed by awesome investors including Battery Ventures, Bonfire Ventures, and Anorak Ventures.

The Role

ZeroTier is seeking a Director of Pre-Sales Engineering & Customer Success to lead and scale our Customer Success function while serving as our founding pre-sales technical leader. This is a highly strategic, hands-on role responsible for ensuring customer success across a deeply technical product while directly supporting complex sales engagements in the near term.

This role will initially operate as a player-coach: owning Customer Success end-to-end, acting as the primary pre-sales technical resource for high-impact opportunities, and laying the foundation for a scalable Sales Engineering function. The Director will be budgeted to hire and build a dedicated Sales Engineer under them and will transition from day-to-day deal support to enablement, escalation, and team leadership as the organization scales.

Reporting to the SVP of Global Operations, this role has significant autonomy, executive visibility, and influence across Sales, Product, Engineering, and Operations. You will play a critical role in shaping how ZeroTier delivers value to customers, from first technical validation through long-term success and expansion.

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.

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.

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