Technical Account Manager
Lightrun shapes the Future of Autonomous Application Remediation—Software That Fixes Itself. As the market leader in Developer Observability, Lightrun is revolutionizing how developers and SREs address high-impact business challenges. We’re shifting from reactive troubleshooting to real-time, AI-driven remediation—minimizing downtime and ensuring mission-critical systems stay operational.
Recognized by Fast Company and G2, and trusted by industry leaders like Citi, SAP, AT&T, ADP, Booking Holdings, Inditex, and more, Lightrun is redefining observability. Join us to build cutting-edge AI-powered solutions, collaborate with world-class engineers, and shape the future of autonomous software.
As we continue scaling, we are looking for a Technical Account Manager to drive customer success, ensure smooth adoption, and optimize our enterprise clients’ use of Lightrun’s technology.
Role Overview:
As a Technical Account Manager (TAM) at Lightrun, you will serve as a trusted technical advisor to our customers, ensuring they maximize the value of our platform. You will bridge the gap between technical implementation and business objectives, helping customers integrate Lightrun into their environments effectively. This role requires a mix of technical expertise, strong communication skills, and a proactive approach to customer success.
You will work closely with Post-Sales, Product, and Engineering teams to ensure customers achieve operational excellence using Lightrun, drive adoption, and expand usage.
Key Responsibilities:
- Customer Onboarding & Adoption – Lead technical onboarding, ensuring smooth integration and early success in production environments.
- Technical Advisory & Best Practices – Act as a trusted advisor for customers, providing guidance on optimal usage, debugging strategies, and performance tuning.
- Issue Resolution & Escalations – Work closely with Customer Support and Engineering to troubleshoot and resolve customer issues, ensuring minimal disruption.
- Proactive Customer Engagement – Monitor account health, usage patterns, and technical challenges to drive engagement and prevent churn.
- Product Advocacy & Feedback Loop – Gather customer feedback and work with Product & Engineering teams to influence the roadmap based on real-world use cases.
- Upsell & Expansion Support – Identify opportunities to expand Lightrun usage within customer environments and support the Post-Sales team in growth initiatives.
- Documentation & Enablement – Contribute to knowledge bases, best practice guides, and customer training materials.
- Cross-functional collaboration – Partner with Sales, Product, and Engineering to align technical efforts with business outcomes.
Requirements:
- 5+ years in a Technical Account Manager, Solutions Engineer, or Customer Success Engineer role in a B2B SaaS, DevOps, or Developer Tooling environment.
- Hands-on experience in software development with Java, Python, Node.js, or other backend languages. Ability to debug, troubleshoot, and advise on code-related issues in customer environments.
- Deep understanding of modern development environments, observability tools, cloud-native architectures, and debugging methodologies.
- Passion for customer success, with a proactive approach to problem-solving and technical enablement.
- Ability to translate complex technical concepts into clear business value for stakeholders at all levels.
- Experience using analytics and customer metrics to drive engagement and optimize product adoption.
- Ability to dive into technical challenges, troubleshoot issues, and collaborate with engineering teams for resolution.
- Thrives in fast-paced environments with evolving priorities and challenges.
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