Customer Account Manager

Harness•Chicago, IL

6d•Remote

About The Position

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 26 offices and 27 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 At Harness, our Customer Account Manager own the customer’s success from onboarding through implementation and adoption. You’ll be the trusted advisor and primary owner for a portfolio of accounts, driving customers to full value realization on the Harness platform, program-managing their implementation, and keeping their engineering, security, and executive teams aligned every step of the way. This is a technical, customer-facing role for someone who’s equally comfortable running a delivery plan and talking CI/CD with a platform engineering team. About the role Own the end-to-end customer journey, from onboarding and implementation through adoption and value realization, as the primary point of contact for your accounts. Build and execute customer success plans that tie Harness capabilities to each customer’s business goals, and track measurable progress against them. Program-manage multi-workstream implementations: roadmap, milestones, scope, resourcing, and risk, coordinating Harness and customer teams throughout. Lead the engagement cadence: weekly status, proactive risk management, and clear communication, owning next steps rather than waiting for them. Drive product adoption and customer health, spotting risks early and resolving them with urgency. Run executive business reviews that showcase ROI and open the door to deeper adoption. Maintain clean project and delivery hygiene across your portfolio

Requirements

5+ years in Customer Success, Technical Account Management, Program Management, or Professional Services delivery in a SaaS environment.
Harness CI/CD/Platform certification and a strong working knowledge of modern DevOps practices .
You can hold your own with CI/CD, security, and platform engineering teams.
Proven track record driving product adoption and customer outcomes in complex, technical environments.
Demonstrated project-management skill leading multi-workstream software implementations.
Proficiency with CRM, customer success, and project-management tools (Salesforce, Gainsight, Jira, and similar).
Strong relationship-building at both executive and technical levels, with sharp analytical and communication skills.
B.S. in Computer Science, Engineering, or a related technical field, or equivalent experience

Responsibilities

Own the end-to-end customer journey, from onboarding and implementation through adoption and value realization, as the primary point of contact for your accounts.
Build and execute customer success plans that tie Harness capabilities to each customer’s business goals, and track measurable progress against them.
Program-manage multi-workstream implementations: roadmap, milestones, scope, resourcing, and risk, coordinating Harness and customer teams throughout.
Lead the engagement cadence: weekly status, proactive risk management, and clear communication, owning next steps rather than waiting for them.
Drive product adoption and customer health, spotting risks early and resolving them with urgency.
Run executive business reviews that showcase ROI and open the door to deeper adoption.
Maintain clean project and delivery hygiene across your portfolio