Director, Technical Account Management
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’re looking for a Director, Technical Account Management 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.
Due to current team needs, this role will require you to be based in either CST or EST hours. Please confirm you are currently located or willing to relocate to work CST or EST hours.
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