Customer Success Manager

Harness is an AI Software Delivery Platform company seeking a Customer Success Manager to drive customer outcomes, retention, and growth. The role involves building strong stakeholder alignment, monitoring customer engagement, and ensuring proactive renewals.

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
• Familiarity with DevOps and software delivery concepts (CI/CD, governance, reliability, developer workflows)