Customer Success Manager

Harness is the AI Software Delivery Platform company, led by technologist and entrepreneur Jyoti Bansal (founder of AppDynamics, acquired by Cisco for $3.7B). Harness has raised approximately $570M in funding and is valued at $5.5B, backed by leading investors including Goldman Sachs, Menlo Ventures, IVP, Unusual Ventures, Citi Ventures, and more. As AI accelerates code creation, the real bottleneck has shifted to everything after the code – testing, deployments, application security, reliability, compliance, and cost optimization. Harness brings AI and automation to this “outer loop,” helping teams ship software faster while maintaining security and governance throughout the entire software delivery lifecycle. Powered by Harness AI and the Software Delivery Knowledge Graph, the Harness Platform applies deep context and intelligent automation across the software delivery lifecycle with governance and policy-driven controls embedded throughout the platform. Over the past year, Harness powered over 185M deployments, 82M builds, 18T flag evaluations, 8M security scans, 9.1B optimized tests, 3T protected API calls, and helped manage $2.8B in cloud spend — enabling customers like United Airlines, Morningstar, and Choice Hotels to accelerate releases by up to 75%, reduce cloud costs by up to 60%, and achieve 10x DevOps efficiency. With a global team across 14 offices and 25 countries, Harness is shaping the future of AI software delivery — and we’re looking for exceptional talent to help us move even faster. Position Summary As a Digital / Scale Customer Success Manager at Harness, you will manage a high-volume portfolio of customers using a scalable, programmatic engagement model across the Harness Platform. Your responsibility is to ensure customers successfully adopt, use, and renew Harness products by driving value through structured programs, usage signals, and efficient, primarily asynchronous engagement. This role is designed for a Customer Success professional who excels at operating at scale, working across multiple products and use cases, and influencing outcomes through process, data, and automation rather than constant live meetings. You will partner closely with regional Customer Success leadership, Product, Support, Sales, and Renewals to ensure customers remain healthy, supported, and confident in their continued investment in Harness. Success in this role is measured by renewal performance, adoption across platform modules, customer health, engagement efficiency, and risk reduction . About the Role Manage a large portfolio of Digital / Scale accounts using a structured, repeatable engagement model. Own renewal readiness and execution for your accounts, ensuring on-time renewals at target retention rates. Drive adoption across the Harness Platform, including Feature Management Experimentation (FME), CI, CD, Cloud Cost Management (CCM), and Software Engineering Insights (SEI), based on each customer’s entitlements. Execute programmatic onboarding and lifecycle motions, including 1-to-many communications, office hours, health checks, and targeted outreach. Monitor usage, adoption, engagement trends, and health indicators to proactively identify risk and opportunity. Use data and signals to prioritize intervention, escalating to live engagement when impact justifies it. Partner with Sales and Renewals to support expansion, cross-sell, and multi-year opportunities when customers demonstrate readiness. Identify common customer friction points and collaborate internally to improve enablement, documentation, and automation. Maintain accurate account data, renewal notes, and health indicators in Salesforce and Gainsight. Support platform releases and changes by helping customers understand what’s changing, what matters, and how to adapt. Escalate technical or commercial issues efficiently, ensuring clear ownership and resolution. About You B.S. in Computer Science or related technical discipline, or equ ... (truncated, view full listing at source)