Director, Technical Account Management

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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.

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.