About Lightrun:

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.

Role Overview:

As we scale, we’re looking for a Director, Technical Account Managers to build and lead a world-class post-sales organization. This is a high-impact, hands-on leadership role that blends deep technical expertise with strategic execution to drive adoption, expansion, and retention among our enterprise customers.

Key Responsibilities:

• Own the End-to-End Customer Journey – Drive TAM engagement from onboarding to renewal, ensuring adoption, retention, and expansion.
• Scale & Lead a High-Performance Team – Hire, develop, and mentor a team of Technical Account Managers (CTAMs) and post-sales with deep technical expertise.
• Technical Account Leadership – Guide customers in instrumenting live applications, troubleshooting real-time issues, and optimizing their observability stack.
• Strategic Account Growth – Partner with Sales to drive upsell and cross-sell opportunities by demonstrating clear business value.
• Customer Advocacy & Product Influence – Act as the voice of the customer, providing real-world feedback to shape Lightrun’s product roadmap.
• Data-Driven Optimization – Define and track key customer health metrics, adoption rates, and churn indicators, implementing proactive intervention strategies.
• Escalation & Support Management – Lead technical escalations, working closely with Engineering to resolve complex customer challenges.

What You Bring:

• 8+ years in post-sales, customer success, or technical account management within a B2B SaaS company, preferably in DevOps, Observability, or Developer Tooling.
• Strong background in Java, Python, Node.js, or other backend languages, with the ability to troubleshoot live customer environments.
• Strong knowledge of observability, logging, tracing, debugging, and cloud-native development.
• Track record of scaling post-sales teams, driving retention and advocacy among technical users.
• Ability to bridge technical depth with business outcomes, ensuring customers achieve long-term success and ROI.
• Experience aligning with Sales, Product, and Engineering to shape strategy, improve processes, and enhance the customer experience.
• Ability to analyze customer data to predict churn, drive engagement, and inform product development.