Harness is led by technologist and entrepreneur Jyoti Bansal, founder of App Dynamics (acquired by Cisco for $3.7B). The company has raised ~$240M in Series E venture funding, is valued at $5.5B, and backed by top investors including Goldman Sachs, Menlo Ventures, IVP, Google Ventures, J.P. Morgan, Capital One Ventures, Citi Ventures, Service Now, Splunk Ventures and more. Harness is building the industry’s leading AI-powered software delivery platform, enabling teams worldwide to build, test, and deliver software faster, safer, and more reliably. Writing code is only 30–40% of the engineering lifecycle — the rest involves testing, deployments, security, compliance, and optimization. Harness brings AI and automation to this outer loop, turning complex, time-consuming workflows into streamlined processes at massive global scale.

The platform includes industry leading products in CI/CD, Feature Flags, Cloud Cost Management, Service Reliability, Chaos Engineering, Software Engineering Insights, Internal Developer Experience, and API discovery, observability, governance, and runtime protection. Over the past year, Harness powered 128M deployments, 81M builds, 1.2T API calls protected, and $1.9B in cloud spend optimized, helping customers like United Airlines and Choice Hotels accelerate releases by up to 75% and achieve 10x DevOps efficiency. With employees in over 25 countries, Harness is shaping the future of AI-driven 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 equivalent experience.

• 3+ years of experience in Customer Success, Account Management, or a related role in a B2B SaaS environment.

• Experience managing high-volume customer portfolios using a digital or scaled engagement model.

• Comfortable working across multiple products and customer use cases within a platform offering.

• Strong written communication skills and confidence engaging customers asynchronously.

Data-driven mindset with experience using usage metrics, health scores, and automation to guide decisions.

• Familiarity with Salesforce, Gainsight, or similar CRM / CS platforms.

• Highly organized, process-oriented, and able to manage competing priorities at scale.

• Exposure to DevOps, CI/CD, cloud platforms, or Fin Ops concepts is a plus, but deep specialization in a single module is not required.

Why This Role Exists:

Scale customer coverage without sacrificing renewal performance

• Support customers across multiple Harness products, not just a single module

• Improve proactive risk detection through usage and health signals

• Enable efficient, global CS coverage

• Free Enterprise and Mid-Market CSMs to focus on high-touch, complex accounts

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

• Hybrid from our office in Tandil

Harness in the news:

• Accelerating Our Mission to Bring AI to Everything After Code

• Goldman Sachs leads investment in software delivery startup Harness at $5.5 billion valuation

• How Harness runs 16 “startups within a startup” at scale | Jyoti Bansal

• Harness Research Shows AI Visibility Crisis Fueling Security Nightmare

• Harness has been named to the Inc. Power Partner list for software delivery success

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.

Note on Fraudulent Recruiting/Offers

We have become aware that there may be fraudulent recruiting attempts being made by people posing as representatives of Harness. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers.

Please note, we do not ask for sensitive or financial information via chat, text, or social media, and any email communications will come from the domain @harness.io. Additionally, Harness will never ask for any payment, fee to be paid, or purchases to be made by a job applicant. All applicants are encouraged to apply directly to our open jobs via our website. Interviews are generally conducted via Zoom video conference unless the candidate requests other accommodations.

If you believe that you have been the target of an interview/offer scam by someone posing as a representative of Harness, please do not provide any personal or financial information and contact us immediately at security@harness.io. You can also find additional information about this type of scam and report any fraudulent employment offers via the Federal Trade Commission’s website (https://consumer.ftc.gov/articles/job-scams)), or you can contact your local law enforcement agency.