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Harness

Customer Experience & Retention Manager

  • Bengaluru, Karnataka, India
  • Full-time
  • Posted
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Skills

  • Account Management
  • CI/CD
  • CRM
  • Customer Success
  • Git
  • HubSpot
  • Procurement
  • Salesforce
  • AWS
  • Communication
  • Docker
  • Google Cloud
  • Kubernetes
  • Large Language Models
  • Microsoft Azure
  • REST APIs
  • Recruiting
  • SQL
  • Terraform

Job description

Harness is the AI Software Delivery Platform company, led by technologist and entrepreneur Jyoti Bansal (founder of AppDynamics, acquired by Cisco for $3.7B). Harness has raised approximately $570M in funding and is valued at $5.5B, backed by leading investors including Goldman Sachs, Menlo Ventures, IVP, Unusual Ventures, Citi Ventures, and more. As AI accelerates code creation, the real bottleneck has shifted to everything after the code – testing, deployments, application security, reliability, compliance, and cost optimization. Harness brings AI and automation to this “outer loop,” helping teams ship software faster while maintaining security and governance throughout the entire software delivery lifecycle.

Powered by Harness AI and the Software Delivery Knowledge Graph, the Harness Platform applies deep context and intelligent automation across the software delivery lifecycle with governance and policy-driven controls embedded throughout the platform. 

Over the past year, Harness powered over 185M deployments, 82M builds, 18T flag evaluations, 8M security scans, 9.1B optimized tests, 3T protected API calls, and helped manage $2.8B in cloud spend — enabling customers like United Airlines, Morningstar, and Choice Hotels to accelerate releases by up to 75%, reduce cloud costs by up to 60%, and achieve 10x DevOps efficiency. 

With a global team across 26 offices and 27 countries, Harness is shaping the future of AI software delivery — and we’re looking for exceptional talent to help us move even faster.

About the Role 

Harness is growing its Digital and Commercial customer base, and we will not scale it by adding people in proportion. This role owns customer experience and retention for a large book of Digital and Commercial customers , and its main job is to build and run the tech-touch engine that serves them . 

You will design automated journeys, health signals, in-product and email programs, and self-service resources that deliver onboarding, adoption, risk detection, renewal and expansion without a person in every interaction. You will use human time on the moments that matter: a customer stuck on a technical blocker, an at-risk account, a renewal negotiation. You will also feed what you learn back into the automation so those moments become rarer. 

Operating principle: Automate by default, involve a human by exception. Every manual touch should either solve a high-value problem or teach us what to automate next. 

What You'll Own 

•Tech-Touch Customer Experience Engine 
•Design, scale and optimize automated lifecycle programs: onboarding, activation, adoption, renewal and win-back. Run them through the CRM, the CS platform, email and in-product channels. Build triggered plays driven by product usage, milestones, health score, support signals and contract events. 
•Own the segmentation and coverage model: which customers get automation only, automation plus on-demand human help, or direct engagement. 
•Build the self-service layer: guides, templates, pipeline examples, office hours, webinars, community content and a knowledge base. Measure what gets used and fill the gaps. 
•Run experiments (A/B tests on messaging, timing and channel) and report on what changes adoption and retention. 
•Use AI-assisted workflows for summarisation, content personalisation, ticket and usage insight, and outreach drafting to raise throughput without losing quality. 
•Data-Driven Health, Risk & Prioritisation 
•Own the customer health model: define, validate and tune the signals (usage depth, feature adoption, engagement, support trends, sentiment and commercial indicators). 
•Turn the data into automated risk and opportunity alerts, and route them to the right play or person. Build dashboards that show portfolio health, coverage efficiency, adoption funnels and renewal risk. Run recovery plans for at-risk accounts, then capture the pattern as a repeatable, automated play. 
•Technical Enablement & Hands-On Support 
•Guide customers through product configuration, integrations (GitHub, GitLab, cloud platforms, CI/CD tools) and common pipeline issues when automation and self-service are not enough.
•Join technical discovery and proof-of-value work with Solutions Engineering and forward-deployed teams. 
•Reproduce common issues, gather logs and configuration details, and escalate cleanly to Support and Engineering. 
•Convert every recurring technical question into reusable enablement: a guide, template, in-product prompt or automated play. 
•Turn recurring customer challenges into product feedback and prioritised requests. 
•Renewals, Retention & Commercial Ownership 
•Own renewal execution end to end: automated renewal journeys and reminders, risk assessment, commercial discussion and close, with human involvement focused on at-risk and strategic renewals. Identify expansion, cross-sell and right-sizing opportunities from usage signals, and trigger plays and handoffs to Account Executives. 
•Coordinate quotes, Order Forms, approvals and procurement with internal stakeholders. Keep renewal forecasts, customer records and risk assessments accurate and current. Work with Account Executives and Revenue Operations to improve gross revenue retention and reduce preventable churn. 
•Continuous Improvement & Cross-Functional Partnership 
•Work with Sales, Support, Product, Engineering, Marketing and Revenue Operations to connect data, systems and messaging across the customer journey. 
•Find manual, repetitive tasks and remove them through automation, integrations and tooling. Document playbooks and share best practices so the model scales across teams and segments. 

Required Qualifications 

•3+ years required (5+ years preferred) in Customer Success, Customer Experience, Technical Account Management, Digital/Scaled CS, Solutions Consulting or a similar SaaS role. Experience managing a high-volume B2B SaaS portfolio, ideally in a digital, SMB, mid-market or commercial segment. 
•Hands-on experience building automation in a CRM or CS platform (Salesforce, Gainsight, HubSpot, Totango or similar), including journeys, triggers and health scoring. 
•Strong analytical skills: comfortable with usage and engagement data, dashboards, funnels and cohort or segment analysis. 
•Working knowledge of DevOps fundamentals: Git, CI/CD pipelines, APIs and cloud platforms. Experience with SaaS renewals, retention and commercial discussions, and an understanding of subscription, licensing and billing models. 
•Strong communication, troubleshooting and prioritisation skills in a high-volume environment. 

Preferred Qualifications 

•Experience with digital CS tooling: in-app guidance, email and marketing automation, community platforms and knowledge-base or content systems. 
•Experience using SQL, BI tools, scripting or low-code automation to build and improve workflows. Experience applying AI or LLM-assisted workflows to customer communication, support or insight. Hands-on exposure to Harness, GitHub Actions, GitLab CI, Jenkins or similar CI/CD platforms. Familiarity with Docker, Kubernetes, AWS, Azure or GCP; REST APIs, webhooks, SSO and YAML configuration.
•Familiarity with Infrastructure as Code, Terraform or DevSecOps concepts. 
•Experience working alongside Forward Deployed Engineers, Solutions Architects or implementation teams. 

What Success Looks Like 

Area 

Outcomes

Scale & efficiency 

Higher customers-per-manager coverage with stable or improving satisfaction. A growing share of lifecycle touches and renewals handled through automation. Fewer repeat manual tasks.

Adoption & 

experience

Faster onboarding and time to value, higher activation and feature adoption, and measurable use of self-service content.

Retention & 

commercial

Improved gross revenue retention, lower preventable churn, accurate renewal forecasts and expansion opportunities identified from signals.

Risk & health 

Earlier risk detection through a validated health model, and more recoveries run from standard plays.

Technical 

Routine technical questions resolved through self-service or by you, and less reliance on Engineering for them.

 

Ideal Candidate 

You think in systems, not accounts. You are as comfortable building a triggered journey and reading a usage cohort as you are leading a renewal conversation or debugging a CI/CD workflow with a developer. You do not need to be a software developer, but you are curious about how customers build and ship software, and you ask what a repeated touch tells you about what to automate or fix in the product.

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.

At Harness, we care about your privacy and are committed to protecting your personal data. For additional information on this topic, you can visit our privacy Portal: https://harness-privacy.relyance.ai/

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.

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