Position SummaryAs 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 $110,000 - $120,000 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: https://www.harness.io/company/careers.
A valid authorization to work in the U.S. is required
Pay transparency
$110,000-$120,000 USD
