Customer Account Manager

About the role

At Harness, our Customer Account Managers own the customer’s success from onboarding through implementation and adoption. You’ll be the trusted advisor and primary owner for a portfolio of accounts, driving customers to full value realization on the Harness platform, program-managing their implementation, and keeping their engineering, security, and executive teams aligned every step of the way.

This is a technical, customer-facing role for someone who’s equally comfortable running a delivery plan and talking CI/CD with a platform engineering team.

What You’ll Do

• Own the end-to-end customer journey, from onboarding and implementation through adoption and value realization, as the primary point of contact for your accounts.
• Build and execute customer success plans that tie Harness capabilities to each customer’s business goals, and track measurable progress against them.
• Program-manage multi-workstream implementations: roadmap, milestones, scope, resourcing, and risk, coordinating Harness and customer teams throughout.
• Lead the engagement cadence: weekly status, proactive risk management, and clear communication, owning next steps rather than waiting for them.
• Drive product adoption and customer health, spotting risks early and resolving them with urgency.
• Run executive business reviews that showcase ROI and open the door to deeper adoption.
• Maintain clean project and delivery hygiene across your portfolio.

About you

• 5+ years in Customer Success, Technical Account Management, Program Management, or Professional Services delivery in a SaaS environment.
• Harness CI/CD/Platform certification and a strong working knowledge of modern DevOps practices. You can hold your own with CI/CD, security, and platform engineering teams.
• Proven track record driving product adoption and customer outcomes in complex, technical environments.
• Demonstrated project-management skill leading multi-workstream software implementations.
• Proficiency with CRM, customer success, and project-management tools (Salesforce, Gainsight, Jira, and similar).
• Strong relationship-building at both executive and technical levels.