Harness is a high-growth startup 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 Harness is obsessed with customer success. It’s in our DNA to ensure that our customers are thrilled with our platform, and we're looking for a top-notch Technical Customer Success Manager (CSM) to help make that goal a reality.
KEY RESPONSIBILITIES
- Own post-sales relationship and customer lifecycle for assigned accounts. This includes successful onboarding, increasing adoption, and ensuring retention and satisfaction. Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
- Work with customers to establish business and technical goals, or other key performance indicators, and aid the customer in achieving these goals.
- Own implementation plan and drive onboarding with key focus around ‘time to value’ objectives. For customers who purchase professional services, work with the professional services team to drive rapid onboarding.
- This position includes a renewal quota. Responsible for the customer's renewal and collaborating with sales teams for expansion of the platform through up-sells and cross-sells.
- Develop, prepare, and nurture customers for advocacy.
- Advocate customer needs/issues across product, marketing and support functions. Align seamlessly with sales, product management, marketing, and engineering teams.
ABOUT YOU
- BA/BS degree in CS or Computer Engineering-related field or with relevant experience.
- 7+ years of experience / 5+ years of experience supporting customers.
- Prior experience in Customer Success /professional services/ support engineering/sales engineering or equivalent work experience focused on increasing customer satisfaction, adoption, and retention.
- Industry experience and technical understanding related to DevOps, application monitoring, software release tools, and/or broader cloud-native application infrastructure platforms
- Preference for candidates with prior knowledge in DevOps, software release tools or application monitoring.
- Proven ability to drive continuous value of our products
WHAT YOU WILL HAVE AT HARNESS
- Competitive salary
- Comprehensive healthcare benefits
- Employee Assistance Program (EAP)
- Paid Time Off and Parental Leave
- Monthly, quarterly, and annual social and team building events
- TGIF-Off program
- Remote office stipend
- Monthly internet reimbursement
- Monthly Food amp; Beverage Reimbursement Program
- #LI-REMOTE
HARNESS IN THE NEWS
- Harness Snags $230 Series D - $3.7B Valuation
- Harness Recognized in Inc.'s Best Workplace Awards 2022
- Harness on LinkedIn: America's Great Companies to Work For -- And What You Can Learn From
- #6 - Glassdoor Best Places to Work 2021 list
- #17 on Forbes Top 50 Cloud Companies to Work For
- #47 on LinkedIn’ Top 50 Companies to Work For
- #2 on Quartz 2021 list best places to work for remote workers
- 2021 Career Launching Companies List
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.