Customer Success Manager

• Manage alarge portfolio of Digital / Scale accountsusing a structured repeatable engagement model.
• Ownrenewal readiness and executionfor your accounts ensuring on-time renewals at target retention rates.
• Drive adoption across theHarness Platform including Feature Management & Experimentation (FME) CI CD Cloud Cost Management (CCM) and Software Engineering Insights (SEI) based on each customers entitlements.
• Executeprogrammatic onboarding and lifecycle motions including 1-to-many communications office hours health checks and targeted outreach.
• Monitorusage adoption engagement trends and health indicatorsto proactively identify risk and opportunity.
• Use data and signals toprioritize intervention escalating to live engagement when impact justifies it.
• Partner with Sales and Renewals to supportexpansion cross-sell and multi-year opportunitieswhen customers demonstrate readiness.
• Identify common customer friction points and collaborate internally toimprove enablement documentation and automation.
• Maintain accurate account data renewal notes and health indicators inSalesforce and Gainsight.
• Support platform releases and changes by helping customers understandwhats changing what matters and how to adapt.
• Escalate technical or commercial issues efficiently ensuring clear ownership and resolution.

• 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 usingusage metrics health scores and automationto guide decisions.
  • Familiarity withSalesforce 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 FinOps 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 acrossmultiple 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

• 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