Director, Technical Account Management - Remote

Overview

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.

In Short

• 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.

Requirements

• 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.

Benefits

• Join a market leader in Developer Observability.
• Collaborate with world-class engineers.
• Shape the future of autonomous software.
• Work in a high-impact, hands-on leadership role.
• Opportunity for professional growth and development.