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Zero Networks

Director of Customer Success Engineering

Zero Networks

. Lead the Customer Success Engineer team as a hands-on player-coach .

Posted 11/11/2026full-timeCharlotte • North Carolina • United StatesLead💰 $190 - $220 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing and developing high-performing Customer Success Engineer teams while effectively communicating complex technical concepts. Proven ability to drive customer satisfaction and retention through strategic engagement and process improvement.

Highest-signal resume keywords
Customer Success EngineeringTechnical Account ManagementTeam ManagementActive DirectoryPython

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Customer Success EngineeringTechnical Account ManagementActive DirectoryNetworking FundamentalsFirewall FundamentalsREST APIsPythonPowerShellWindows Operating SystemLinux Operating System
Soft Skills
Excellent CommunicationInterpersonal SkillsProblem-SolvingAnalytical SkillsAdaptability
Tools & Technologies
SaaSIdentity SecurityZero TrustCustomer TrainingAutomation Tools
Industry Keywords
Customer SuccessTechnical SupportPost-Sale FunctionGeographically Distributed TeamCustomer Satisfaction

Tech Stack

Tools & technologies
LinuxPython

About the role

Key responsibilities & impact
  • Lead the Customer Success Engineer team as a hands-on player-coach
  • Hire, onboard, coach, develop, and retain high-performing Customer Success Engineers
  • Set expectations, run regular 1:1s, and provide direct, actionable feedback
  • Raise the team's technical capabilities through shadowing, account reviews, labs, and hands-on coaching
  • Define and run operating cadences for account coverage, engagement standards, health reviews, playbooks, and escalation paths
  • Own and report on segmentation adoption, time to value, customer health, retention, and expansion readiness
  • Personally lead strategic engagements with large and complex customers from deployment planning through full segmentation
  • Drive customer usage by guiding effective asset and user segmentation
  • Own escalations for at-risk accounts and critical technical issues in collaboration with Support and R&D
  • Deliver and improve customer training and workshops
  • Lead executive briefings and business reviews as needed
  • Collaborate with Sales, Customer Engineering, Support, and Renewals for clean handoffs and a unified customer experience
  • Turn field patterns into prioritized input for Product and R&D and communicate changes back to customers
  • Build repeatable playbooks, tooling, and automation to scale customer support quality

Requirements

What you’ll need
  • Bachelor's degree in a relevant technical field (e.g., Computer Science, Engineering) or equivalent practical experience
  • 8+ years of experience in customer success engineering, technical account management, sales engineering, professional services, or a related customer-facing technical role
  • Preferably experience in the SaaS or information security industry
  • 3+ years of experience managing and developing technical, customer-facing teams, including hiring and performance management
  • Proven player-coach comfortable carrying own accounts and escalations while leading a team
  • Strong technical background and ability to communicate complex technical concepts to non-technical audiences
  • Hands-on technical understanding of Active Directory, networking and firewall fundamentals, REST APIs, Python or PowerShell, and Windows, Linux, and Mac operating systems
  • Experience with network segmentation, identity security, or zero trust is a strong plus
  • Track record of improving adoption, retention, and customer satisfaction using data
  • Experience building processes, playbooks, and metrics for a growing post-sale function
  • Excellent communication and interpersonal skills
  • Strong problem-solving and analytical skills
  • Ability to work independently, manage multiple priorities, and adapt in a fast-paced, dynamic environment
  • Experience managing a geographically distributed team is a plus

Benefits

Comp & perks
  • Stock options
  • Attractive benefits
  • Annual bonus for non-commissioned roles