Technical Program Manager (Customer Success Manager)

Harness is a high-growth company that is disrupting the software delivery market. Our mission is to enable the 30 million software developers in the world to deliver code to their users reliably, efficiently, securely and quickly, increasing customers' pace of innovation while improving the developer experience. We offer solutions for every step of the software delivery lifecycle to build, test, secure, deploy and manage reliability, feature flags and cloud costs. The Harness Software Delivery Platform includes modules for CI, CD, Cloud Cost Management, Feature Flags, Service Reliability Management, Security Testing Orchestration, Chaos Engineering, Software Engineering Insights and continues to expand at an incredibly fast pace.

Harness is led by technologist and entrepreneur Jyoti Bansal, who founded AppDynamics and sold it to Cisco for $3.7B. We're backed with $425M in venture financing from top-tier VC and strategic firms, including J.P. Morgan, Capital One Ventures, Citi Ventures, ServiceNow, Splunk Ventures, Norwest Venture Partners, Adage Capital Partners, Balyasny Asset Management, Gaingels, Harmonic Growth Partners, Menlo Ventures, IVP, Unusual Ventures, GV (formerly Google Ventures), Alkeon Capital, Battery Ventures, Sorenson Capital, Thomvest Ventures and Silicon Valley Bank.

Position Summary

As a Customer Success Manager at Harness, you will drive customer value, retention, and growth by ensuring successful onboarding, adoption, and expansion of Harness products across the entire customer lifecycle. You will be the trusted advisor to our customers, guiding them from initial deployment through renewal and expansion. Partnering closely with Product, Engineering, Sales, and Marketing, you will design tailored adoption plans, track business outcomes, identify and remove roadblocks, and surface strategic opportunities that align Harness solutions to your customers' evolving needs. Your success will be measured by customer satisfaction, product adoption, retention, and revenue growth

About the Role

• Own the end-to-end customer journey - from onboarding through adoption, value realization, renewal, and expansion.
• Develop and execute customer success plans, aligning Harness capabilities to business objectives.
• Partner with customers to define success metrics, track progress against goals, and drive continuous improvement.
• Act as the primary point of contact and trusted advisor for strategic accounts, advocating for their needs internally.
• Manage escalations with urgency, ensuring clear communication, rapid resolution, and proactive prevention strategies.
• Collaborate cross-functionally to influence product roadmaps based on customer feedback and market needs.
• Monitor usage trends, adoption milestones, and engagement health to proactively mitigate churn risk and uncover growth opportunities.
• Facilitate executive business reviews to reinforce value, showcase ROI, and identify opportunities for deeper adoption.
• Leverage data to drive actionable insights for customers and internal teams, improving both process efficiency and customer experience.

About You

• B.S. in Computer Science or related technical discipline, or equivalent experience.
• 5+ years in Customer Success, Technical Account Management, or Program Management in a SaaS environment.
• Strong track record of driving product adoption, retention, and account expansion in complex, technical environments.
• Proficient with CRM, customer success platforms, and project management tools such as Salesforce, Gainsight, and Jira.
• Experienced in building strong customer relationships at both executive and technical levels.
• Skilled in gathering business requirements, defining success criteria, and managing multi-stakeholder projects.
• Adept at balancing strategic planning with hands-on execution across multiple accounts and priorities.
• Strong analytical, problem-solving, and communication skills.
• Familiarity with CI/CD pipelines and modern DevOps practices is a plus.

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

• Remote from within the U.S

What You Will Have at Harness

• Competitive salary
• Comprehensive healthcare benefits
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• Flexible Time Off and Parental Leave
• Quarterly Harness TGIF-Off / 4 days
• Monthly, quarterly, and annual social and team-building events
• Recharge & Reset Program
• Monthly internet reimbursement
• Commuter benefits

The anticipated base salary range for this position is $125,000 - $135,000 annually. Salary is determined by a combination of factors including location, level, relevant experience, and skills. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position. The compensation package for this position may also include equity, and benefits. More details about our company benefits can be found at the following link: https://www.harness.io/company/careers.

A valid authorization to work in the U.S. is required

Pay transparency

$125,000-$135,000 USD

Harness in the news:

• Harness Grabs a $150m Line of Credit
• Welcome Split!
• SF Business Times- 2024 - 100 Fastest-Growing Private Companies in the Bay Area
• Forbes- 2024 America's Best Startup Employers
• SF Business Times- 2024 Fastest Growing Private Companies Awards
• Fast Co- 2024 100 Best Workplaces for Innovators

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.