Customer Experience & Retention Manager

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.