Lightrun DIRECTOR POST-SALES 

United States, Oregon 

620761244

• 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.