Note: The job is a remote job and is open to candidates in USA. Harness is the AI Software Delivery Platform company, seeking a Customer Success Manager to drive customer outcomes, retention, and growth. The role involves building strong stakeholder alignment, managing renewal readiness, and ensuring customer value realization.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 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
- 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
- A valid authorization to work in the U.S
- Familiarity with DevOps and software delivery concepts (CI/CD, governance, reliability, developer workflows)
Benefits
- 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
Company Overview