Director Technical Account Management jobs at Lightrun

Responsibilities:

• Actively participate in hands-on technical tasks, contributing to the development, deployment, and maintenance of our observability platform.
• Design, implement, secure and maintain the infrastructure, CI/CD pipelines, and deployment processes to support the Lightrun platform on SaaS/ST/On-Prem deployments.
• Take full end-to-end responsibility for all infrastructure-related projects.
• Collaborate with the development, SE, QA, and product teams to ensure smooth integration, testing, and deployment of software releases.
• Drive automation and scalability efforts to optimize system performance, reliability, and availability.
• Continuously monitor and improve the observability, monitoring, and logging systems to ensure the stability and performance of the platform.
• Stay up-to-date with the latest industry trends and technologies, and evaluate their potential impact and benefits for Lightrun.
• Manage and maintain Lightrun environments across AWS and other public cloud providers.

Qualifications:

• 5+ years of experience in a DevOps role, with a strong background in infrastructure management, CI/CD methodologies, and automation.
• Strong hands-on experience in both cloud and on-premise environments, such as AWS, Azure, GCP, and working with on-premise infrastructure.
• Proficiency in infrastructure management and deployment using cloud platforms and on-premise solutions.
• Solid understanding of containerization technologies (e.g., Docker, Kubernetes) and orchestration tools.
• Experience with infrastructure as code tools like Terraform or CloudFormation for both cloud and on-premise environments.
• Proficiency in scripting languages like Python, JavaScript, Go or Bash.
• Excellent knowledge of Linux-based systems
• Hands-on experience with monitoring and observability tools like Prometheus, Grafana, DataDog or ELK stack for both cloud and on-premise environments.
• Familiarity with agile development practices and the ability to work in a fast-paced, collaborative environment.
• Excellent communication skills and the ability to collaborate effectively with cross-functional teams.
• Ability to work independently
• Can-do attitude

• Customer Onboarding & Adoption – Lead technical onboarding, ensuring smooth integration and early success in production environments.
• Technical Advisory & Best Practices – Act as a trusted advisor for customers, providing guidance on optimal usage, debugging strategies, and performance tuning.
• Issue Resolution & Escalations – Work closely with Customer Support and Engineering to troubleshoot and resolve customer issues, ensuring minimal disruption.
• Proactive Customer Engagement – Monitor account health, usage patterns, and technical challenges to drive engagement and prevent churn.
• Product Advocacy & Feedback Loop – Gather customer feedback and work with Product & Engineering teams to influence the roadmap based on real-world use cases.
• Upsell & Expansion Support – Identify opportunities to expand Lightrun usage within customer environments and support the Post-Sales team in growth initiatives.
• Documentation & Enablement – Contribute to knowledge bases, best practice guides, and customer training materials.
• Cross-functional collaboration – Partner with Sales, Product, and Engineering to align technical efforts with business outcomes.

• 5+ years in a Technical Account Manager, Solutions Engineer, or Customer Success Engineer role in a B2B SaaS, DevOps, or Developer Tooling environment.
• 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.
• Deep understanding of modern development environments, observability tools, cloud-native architectures, and debugging methodologies.
• Passion for customer success, with a proactive approach to problem-solving and technical enablement.
• Ability to translate complex technical concepts into clear business value for stakeholders at all levels.
• Experience using analytics and customer metrics to drive engagement and optimize product adoption.
• Ability to dive into technical challenges, troubleshoot issues, and collaborate with engineering teams for resolution.
• Thrives in fast-paced environments with evolving priorities and challenges.
• Must be US-based and in East/Central time zones.

• 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).

• 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.

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.