Lightrun is the world’s first developer observability platform. Our revolutionary developer-first approach enables engineering teams to connect to their live applications to continuously identify and tackle critical issues without hotfixes, redeployments, or restarts. By eliminating the need to reproduce bugs locally or issue a new software version for adding new logs or metrics to troubleshoot production issues, Lightrun's customers consistently reduce their MTTR by up to 50-60% and significantly improve development productivity. Issues that used to take 1-2 weeks to mitigate now take our customers on average less than an hour to solve. Lightrun also introduces AI-driven autonomous debugging capabilities, transforming the software development lifecycle (SDLC) by automating root cause analysis and significantly reducing manual intervention. Lightrun empowers our customers' developers by eliminating the need for costly developer lifecycle operations like reproducing locally or issuing a new software version just for adding new logs or metrics. With customers varying from Fortune 500 (including F10 companies) to SMEs and SMBs across multiple verticals, Lightrun is growing rapidly.

Lightrun is transforming the way engineering teams troubleshoot and optimize production environments. Our platform enables developers to dynamically instrument live applications, reducing downtime and enhancing system performance in real time. As we scale, we are seeking a Director of Post-Sales to lead our post-sales strategy, ensuring customer success, adoption, and expansion.

Role Overview:
As the Director of Post-Sales, you will lead and scale our post-sales function, encompassing customer success, onboarding, support, and renewals. You will work closely with Sales, Product, and Engineering teams to drive customer adoption, satisfaction, and long-term value. This is a hands-on role that requires you to actively lead and support post-sales efforts while also hiring and developing a high-performing team. You will be responsible for managing and mentoring the existing team, ensuring they have the tools and guidance needed to succeed. Your goal is to create a proactive, high-touch engagement model that ensures customers maximize the value of Lightrun's platform.

Key Responsibilities:

• Customer Engagement & Retention – Own the customer journey post-sale, from onboarding to renewal, ensuring a seamless and value-driven experience.
• Customer Success Strategy – Develop and execute strategies that drive adoption, expansion, and retention, turning customers into long-term advocates.
• Account Management – Partner with Sales to drive upsell and cross-sell opportunities, ensuring customers fully leverage Lightrun’s capabilities.
• Customer Support & Escalations – Oversee the support function to ensure high-quality resolution of customer issues, serving as an escalation point for key accounts.
• Operational Excellence – Establish KPIs and metrics to track customer health, adoption rates, and churn, driving continuous improvement in post-sales processes.
• Voice of the Customer – Advocate for customer needs internally, working with Product & Engineering to influence the roadmap based on customer feedback.
• Leadership & Team Development – Build and mentor a high-performing post-sales team, including Customer Success Managers (CSMs) and Support Engineers.