Customer Success Manager

Harness is led by technologist and entrepreneur Jyoti Bansal, founder of AppDynamics (acquired by Cisco for $3.7B). The company has raised ~$240M in Series E venture funding, is valued at $5.5B, and backed by top investors including Goldman Sachs, Menlo Ventures, IVP, Google Ventures, J.P. Morgan, Capital One Ventures, Citi Ventures, ServiceNow, Splunk Ventures and more. Harness is building the industry’s leading AI-powered software delivery platform, enabling teams worldwide to build, test, and deliver software faster, safer, and more reliably. Writing code is only 30–40% of the engineering lifecycle — the rest involves testing, deployments, security, compliance, and optimization. Harness brings AI and automation to this outer loop, turning complex, time-consuming workflows into streamlined processes at massive global scale.

The platform includes industry leading products in CI/CD, Feature Flags, Cloud Cost Management, Service Reliability, Chaos Engineering, Software Engineering Insights, Internal Developer Experience, and API discovery, observability, governance, and runtime protection. Over the past year, Harness powered 128M deployments, 81M builds, 1.2T API calls protected, and $1.9B in cloud spend optimized, helping customers like United Airlines and Choice Hotels accelerate releases by up to 75% and achieve 10x DevOps efficiency. With employees in over 25 countries, Harness is shaping the future of AI-driven software delivery — and we’re looking for exceptional talent to help us move even faster.

Position Summary

About the Role

• Drive adoption and outcomes
  • Build and run success plans tied to customer goals, milestones, and measurable outcomes
  • Establish a repeatable operating cadence that keeps onboarding and adoption moving
  • Monitor engagement and usage signals to proactively remove friction and drive progress
  Lead value communication (QBRs, EBRs, BVRs)
  • Deliver QBRs and EBRs that connect Harness usage to customer outcomes
  • Produce crisp BVR style recaps that document value delivered, risks, and next steps
  • Maintain stakeholder alignment across technical and executive audiences
  Own renewal readiness and risk management
  • Maintain clear renewal status, timeline, and risk posture across your portfolio
  • Surface risk early and coordinate action plans to keep customers on track
  • Partner closely with Sales to ensure renewals are proactive, clean, and value backed
  Execute with discipline and strong account hygiene
  • Drive clear ownership and follow through on customer action items and escalations
  • Keep customer records accurate and current in Salesforce and Gainsight
  • Coordinate cross functional resources to unblock customers and stabilize outcomes

About You

• 5+ years in Customer Success, Technical Account Management, or SaaS post sales
• Track record of driving adoption, retention, and renewal outcomes in complex accounts
• Strong executive ready communication and structured customer execution
• Comfortable working across internal teams to drive results and resolve blockers
  
  Nice to have
  • Familiarity with DevOps and software delivery concepts (CI/CD, governance, reliability, developer workflows)

• Excellent presentation skills, in addition to verbal and written communication skills
• Proven effectiveness at leading and facilitating community and executive discussions
• Ability to translate complex terminology into a clear set of actions and next steps
• Self starter with an entrepreneurial spirit and can drive action in the face of ambiguity
• Ability to work autonomously and to prioritize tasks, while managing a diverse workload