Technical Customer Success Manager - SF Bay Area

| San Francisco
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The world runs on software. Yet delivering changes to software remains massively complicated, highly manual, and risk-prone. At Harness, our mission is to simplify the entire software delivery process so that software engineering teams can move fast and ship code effortlessly without the fear of breaking things. That's why we're bringing the industry’s first Continuous Delivery-as-a-Service platform to the market.

Harness uses a unique machine learning and AI-based approach to continuously verify the performance, quality and security of highly complex software systems, and automates the entire software delivery process. Harness is led by technologist and entrepreneur, Jyoti Bansal, who founded AppDynamics and sold it to Cisco for $3.7 Billion. We’re backed with $60M Series-B funding from top-tier VC firms Menlo Ventures, IVP, GV (formerly Google Ventures), and ServiceNow Ventures.

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-shelf Technical Customer Success Manager (CSM) to help make that goal a reality.

KEY RESPONSIBILITIES

  • Own overall relationship with assigned clients, which will include 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.
  • Develop, prepare, and nurture customers for advocacy.
  • Work with clients to establish business and technical goals, or other key performance indicators, and aid the customer in achieving these goals.
  • In collaboration with our sales and technical teams, you will be responsible for the customer's renewal and expansion of the platform through up-sells, cross-sells, and add-ons. This position includes a renewal quota.
  • Advocate customer needs/issues cross-departmentally. Align so seamlessly with sales, marketing, and engineering that we can barely tell what team you’re on.

ABOUT YOU

  • BA/BS degree in CS or Computer Engineering-related field
  • 5+ years of experience / 3+ years of experience supporting customers.
  • Prior experience in Customer Success 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 product(s).
  • Familiarity working with clients of all sizes.
  • Impeccable written and verbal communication skills.
  • You're driven: no one needs to push you to excel; it’s just who you are.
  • Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
  • You want to help and serve our customers: they win, so you win.

WHAT YOU WILL HAVE AT HARNESS

  • Competitive salary and early stage stock options
  • Comprehensive healthcare benefits
  • Flexible Spending Account (FSA)
  • Commuter benefits
  • Unlimited snacks and drinks
  • Employee Assistance Program (EAP)
  • Paid Time Off and Parental Leave
  • Monthly, quarterly and annual social and team building events
  • Remote office stipend
  • A great team who will fight beside you to accomplish your goals

HARNESS IN THE NEWS

  • https://techcrunch.com/2019/04/23/harness-hauls-in-60m-series-b-investment-on-500m-valuation/
  • https://www.prnewswire.com/news-releases/harness-blazes-past-400-arr-growth-fueled-by-market-demand-for-continuous-delivery-301003540.html
  • https://www.cbinsights.com/research/report/future-unicorn-startups-billion-dollar-companies/

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

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Location

We are located in the SoMa district of San Francisco. Situated near all major transport hubs with plenty of local bars and restaurants nearby.

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