Director of Customer Success

Lightstep enables teams to detect and resolve regressions quickly, regardless of system scale or complexity. We integrate seamlessly into daily workflows, whether you are proactively optimizing performance or investigating a root cause so you can quickly get back to building features. We continue to grow our talented, low-ego, team! We believe that we should always align our actions toward a common purpose, that trust is paramount and must be cultivated, that the most valuable team members multiply rather than add, and that we shouldn’t take ourselves too seriously (except when we’re writing way-too-long sentences about our values). We believe that assembling and retaining an inclusive and diverse team is the best way to grow a successful company.

We created Lightstep because we understand the massive architectural transformation underway in the software industry, and we saw an opportunity to accelerate it, all while improving the quality of the developer and end-user experience. While we learned a great deal from our experiences building Dapper (Google’s distributed tracing solution) and Monarch (Google’s high-availability metrics solution), Lightstep is in many ways a reaction to and a generational improvement beyond those approaches. Our story as individuals and as a company revolves around continuous learning, careful listening, and the belief that these fundamentally new software architectures require fundamentally new solutions.

As Director of Customer Success (CS) you will manage our talented pre-sales and post-sales teams including Sales Engineering, Technical Account Management, and Professional Services (Solutions Architects). Your primary responsibility will be to ensure the success of our enterprise customers by positioning our CS teams to serve as customer advocates, technical consultants, and observability experts, enabling our customers to accelerate their product innovation and business revenue via a holistically effective observability practice. 

You’d be a great fit if...

• You believe that the most impactful thing any leader can contribute to a business is to attract, hire, and invest in the growth of highly talented people in order to build teams full of diversity (knowledge, strengths, backgrounds, perspectives). 
• You enjoy working with each of your team members to guide and support their specific professional development and growth path.
• You are great at building teams, processes, and cultures that directly align to enabling successful business outcomes for enterprise customers. 
• You personally build strong, long-lasting relationships with enterprise customers based on trust, credibility, and advocacy. 
• You are able to directly (and indirectly via guiding your team) navigate critical conversations with customers in high-stakes situations such as large sales/renewal/upsell opportunities as well as customer emergencies. 
• You can inspire, motivate, and set + achieve clear goals and expectations across your teams. 
• You are great at building bridges with Sales, Engineering, Product, Design, and Marketing.
• You have managed managers as well as individual contributors.
• You have experience supporting a technical buyer and end user.

Bonus points

• You have a background in monitoring, observability, Application Performance Management (APM), or a related technology. 
• You have specifically worked with software developers as your core customer.  
• You have extensive experience with cloud-native and/or open-source technologies.

Lightstep, a part of ServiceNow, is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more. If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method or applying, you may contact us at [email protected] for assistance.