[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Harness is the AI Software Delivery Platform company, led by technologist and entrepreneur Jyoti Bansal. As a Customer Success Manager, you will drive customer outcomes, retention, and growth by helping customers move from onboarding completion to adoption maturity, renewal readiness, and expansion.ResponsibilitiesBuild and run success plans tied to customer goals, milestones, and measurable outcomesEstablish a repeatable operating cadence that keeps onboarding and adoption movingMonitor engagement and usage signals to proactively remove friction and drive progressDeliver QBRs and EBRs that connect Harness usage to customer outcomesProduce crisp BVR style recaps that document value delivered, risks, and next stepsMaintain stakeholder alignment across technical and executive audiencesMaintain clear renewal status, timeline, and risk posture across your portfolioSurface risk early and coordinate action plans to keep customers on trackPartner closely with Sales to ensure renewals are proactive, clean, and value backedDrive clear ownership and follow through on customer action items and escalationsKeep customer records accurate and current in Salesforce and GainsightCoordinate cross functional resources to unblock customers and stabilize outcomesSkills5+ years in Customer Success, Technical Account Management, or SaaS post salesTrack record of driving adoption, retention, and renewal outcomes in complex accountsStrong executive ready communication and structured customer executionComfortable working across internal teams to drive results and resolve blockersExcellent presentation skills, in addition to verbal and written communication skillsProven effectiveness at leading and facilitating community and executive discussionsAbility to translate complex terminology into a clear set of actions and next stepsSelf starter with an entrepreneurial spirit and can drive action in the face of ambiguityAbility to work autonomously and to prioritize tasks, while managing a diverse workloadA valid authorization to work in the U.SFamiliarity with DevOps and software delivery concepts (CI/CD, governance, reliability, developer workflows)BenefitsComprehensive healthcare benefitsFlexible Spending Account (FSA)Employee Assistance Program (EAP)Flexible Time Off and Parental LeaveQuarterly Harness TGIF-Off / 4 daysMonthly, quarterly, and annual social and team-building eventsRecharge & Reset ProgramMonthly internet reimbursementCommuter benefitsCompany OverviewHarness provides a software delivery platform that helps engineering teams build, deploy, and operate applications through a set of tools. It was founded in 2017, and is headquartered in San Francisco, California, USA, with a workforce of 501-1000 employees. Its website is http://harness.io.