Customer Success Manager at Harnessinc

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 As a Customer Success Manager at Harness, you drive customer outcomes, retention, and growth by helping customers move from onboarding completion to adoption maturity, renewal readiness, and expansion. You operate as the primary post sales partner for your accounts, building strong stakeholder alignment, running a clear operating cadence, and translating platform usage into measurable business value. Success in this role is measured by adoption progress, customer health, renewal outcomes, and customer value realization. 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) Business Skills • 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 Location • Remote from within the U.S What You Will Have at Harness • Competitive salary • Comprehensive healthcare benefits • Flexible Spending Account (FSA) • Employee Assistance Program (EAP) • Flexible Time Off and Parental Leave • Quarterly Harness TGIF-Off / 4 days • Monthly, quarterly, and annual social and team-building events • Recharge & Reset Program • Monthly internet reimbursement • Commuter benefits The anticipated base salary range for this position is $115,000 - $125,000 annually. Salary is determined by a combination of factors including location, level, relevant experience, and skills. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position. The compensation package for this position may also include equity, and benefits. More details about our company benefits can be found at the following link: [Upgrade to PRO to see link] A valid authorization to work in the U.S. is required Pay transparency$115,000—$125,000 USD Harness in the news: • Accelerating Our Mission to Bring AI to Everything After Code • Goldman Sachs leads investment in software delivery startup Harness at $5.5 billion valuation • How Harness runs 16 “startups within a startup” at scale | Jyoti Bansal • Harness Research Shows AI Visibility Crisis Fueling Security Nightmare • Harness has been named to the Inc. Power Partner list for software delivery success All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin. Note on Fraudulent Recruiting/Offers We have become aware that there may be fraudulent recruiting attempts being made by people posing as representatives of Harness. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note, we do not ask for sensitive or financial information via chat, text, or social media, and any email communications will come from the domain @harness.io. Additionally, Harness will never ask for any payment, fee to be paid, or purchases to be made by a job applicant. All applicants are encouraged to apply directly to our open jobs via our website. Interviews are generally conducted via Zoom video conference unless the candidate requests other accommodations. If you believe that you have been the target of an interview/offer scam by someone posing as a representative of Harness, please do not provide any personal or financial information and contact us immediately at [Upgrade to PRO to see contact]. You can also find additional information about this type of scam and report any fraudulent employment offers via the Federal Trade Commission’s website ([Upgrade to PRO to see link] or you can contact your local law enforcement agency.