Role Overview
Harness is growing its Digital and Commercial customer base, and this role owns customer experience and retention for a large book of customers. The main job is to build and run the tech-touch engine that serves them, designing automated journeys, health signals, in-product and email programs, and self-service resources.
What You Will Do
Design automated lifecycle programs, build triggered plays, and run experiments to improve adoption and retention. Use AI-assisted workflows for summarisation, content personalisation, and ticket and usage insight.
Why It Might Be a Fit
The ideal candidate thinks in systems, not accounts, and is comfortable building triggered journeys and reading usage cohorts. They are curious about how customers build and ship software and ask what a repeated touch tells them about what to automate or fix in the product.
Requirements
- 3+ years of experience in Customer Success, Customer Experience, Technical Account Management, Digital/Scaled CS, Solutions Consulting or a similar SaaS role
- Hands-on experience building automation in a CRM or CS platform (Salesforce, Gainsight, HubSpot, Totango or similar)
- 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
To apply for this job please visit harness.io.
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