Customer Success Manager

Harness•Boston, MA

4h•Remote

About The Position

As 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.

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

Nice To Haves

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

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
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