Enterprise Customer Success Manager - Remote

| San Francisco
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Harness is a rapidly growing startup that is disrupting the software delivery market. We are building an intelligent software delivery platform that enables engineers to deliver software faster, with higher quality, and less effort. The Harness Software Delivery Platform includes Continuous Integration, Continuous Delivery, Continuous Efficiency, Continuous Verification, and Continuous Features. The platform is designed to help companies accelerate their cloud initiatives as well as their adoption of containers and orchestration tools like Kubernetes and Amazon ECS. 


Harness recently raised $115 million in financing, reaching a valuation of $1.7 billion in just three years after launching from stealth. With a total of $195 million in financing to date, Harness investors include IVP, Menlo Ventures, Unusual Ventures, Alkeon Capital, Battery Ventures, Citi Ventures, Norwest Venture Partners, Sorenson Capital, and Thomvest 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 Enterprise Technical Customer Success Manager (CSM) to help make that goal a reality. 


As an Enterprise Customer Success Manager, you’ll be managing a few of our Enterprise/Strategic clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.

What You’ll Do

  • Complete ownership of customer onboarding and adoption
  • Build a comprehensive onboarding and adoption plan with the customer
  • Leverage CRM and CSM tools to track and share customer progress and health
  • Delivering and communicating ROI for our customer, throughout the customer lifecycle
  • Being a trusted partner for the customer and positioning yourself as a thought leader.
  • Manage renewals end-to-end, including generating quote and following through till the signature process
  • Identify upsell/expansion opportunities and collaborate with Account Executives
  • Rigorously measure onboarding and adoption plan progress, course correct in a timely manner when needed and meet/exceed plan goals.
  • Identify any churn risk and engage sales and executive teams in a timely manner
  • Educate customers on new product features and releases.
  • Engage with Product team to align product roadmap with customer requirements
  • Conduct QBRs with key stakeholders on the customer’s team
  • Leverage your relationship with the customer to build case studies and other co-marketing opportunities.
  • Quarterbacking experiences across cross-functional teams (product, sales, eng, marketing) at Harness, on behalf of the customer

What We’re Looking For

  • BA/BS degree in CS or Computer Engineering-related field or equivalent experience
  • 5+ years of experience in Customer Success, Account Management, Management Consulting, or another customer-facing role
  • Industry experience and technical understanding related to DevOps, application monitoring, software release tools, and/or broader cloud-native application infrastructure platforms
  • Experience managing renewals procurement process
  • Experience in working with complex, multi-divisional, multi-geographical customers
  • Strong leadership skills
  • Impressive executive presence and communication abilities
  • Ability to create structure in ambiguous situations and design effective processes
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
  • You're driven; no one needs to push you to excel; it’s just who you are 
  • Passion for technology and being a part of a fast-growing SaaS company
  • You want to help and serve our customers: they win, so you win.

WHAT YOU WILL HAVE AT HARNESS

  • Competitive salary
  • Comprehensive healthcare benefits
  • Flexible Spending Account (FSA)
  • Flexible work schedule
  • 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 & Beverage Reimbursement Program

HARNESS IN THE NEWS

  • Harness snags $85M Series C on $1.7B valuation as revenue grows 3x
  • #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

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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