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Director, Post-Sales

United States (Remote)

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 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.

Requirements: 

  • Experience: 8+ years in post-sales, customer success, or technical account management in a B2B SaaS environment, preferably in DevOps, Observability, or Developer Tooling.
  • Leadership: Proven ability to build and scale post-sales teams, driving customer retention and advocacy.
  • Proven Development Experience: 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.
  • Technical Expertise: Deep understanding of modern development environments, observability tools, cloud-native architectures, and debugging methodologies.
  • Customer-Centric Mindset: Deep passion for customer success, with a track record of driving adoption and engagement.
  • Data-Driven: Ability to analyze customer data and create strategies to improve product adoption and reduce churn.
  • Cross-Functional Collaboration: Experience working closely with Sales, Product, and Engineering teams to align post-sales initiatives with company goals.

 

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