Customer Success Manager

Harness is a leading AI-powered software delivery platform founded by Jyoti Bansal, aimed at helping teams build, test, and deliver software efficiently. The Customer Success Manager will drive customer outcomes, retention, and growth by facilitating onboarding, adoption, and renewal processes while maintaining strong stakeholder relationships.

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

Requirements:

• 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)