Lightrun Job Description

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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.

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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.

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As we scale, we are seeking a Director of Post-Sales to lead our post-sales strategy, ensuring customer success, adoption, and expansion.

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Role Overview

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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.

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Key Responsibilities

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• 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.

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Requirements

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• 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.