Director of Product Management, AI Evals

<div class="content-intro"><p>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.</p> <p>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.&nbsp;</p> <p>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.&nbsp;</p> <p>With a global team across 26 offices and 25 countries, Harness is shaping the future of AI software delivery — and we’re looking for exceptional talent to help us move even faster.</p></div><h3><span style="font-size: 12pt;"><strong>Position Summary</strong></span></h3> <div><span style="font-size: 12pt;">As a Customer Success Manager at Harness, you drive customer outcomes, retention, and growth by helping customers move from onboarding completion to adoption maturity, renewal readiness, and expansion. You operate as the primary post sales partner for your accounts, building strong stakeholder alignment, running a clear operating cadence, and translating platform usage into measurable business value.</span><br><br><strong><span style="font-size: 12pt;">Success in this role is measured by adoption progress, customer health, renewal outcomes, and customer value realization.</span></strong></div> <h3><span style="font-size: 12pt;"><strong>About the Role</strong></span></h3> <div> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"> <div class="p-rich_text_section"><span style="font-size: 12pt;">Drive adoption and outcomes</span></div> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">Build and run success plans tied to customer goals, milestones, and measurable outcomes</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">Establish a repeatable operating cadence that keeps onboarding and adoption moving</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">Monitor engagement and usage signals to proactively remove friction and drive progress</span></li> </ul> <div class="p-rich_text_section"><span style="font-size: 12pt;">Lead value communication (QBRs, EBRs, BVRs)</span></div> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">Deliver QBRs and EBRs that connect Harness usage to customer outcomes</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">Produce crisp BVR style recaps that document value delivered, risks, and next steps</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">Maintain stakeholder alignment across technical and executive audiences</span></li> </ul> <div class="p-rich_text_section"><span style="font-size: 12pt;">Own renewal readiness and risk management</span></div> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">Maintain clear renewal status, timeline, and risk posture across your portfolio</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">Surface risk early and coordinate action plans to keep customers on track</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">Partner closely with Sales to ensure renewals are proactive, clean, and value backed</span></li> </ul> <div class="p-rich_text_section"><span style="font-size: 12pt;">Execute with discipline and strong account hygiene</span></div> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">Drive clear ownership and follow through on customer action items and escalations</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">Keep customer records accurate and current in Salesforce and Gainsight</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">Coordinate cross functional resources to unblock customers and stabilize outcomes</span></li> </ul> </li> </ul> </div> <h3><span style="font-size: 12pt;"><strong>About You</strong><br></span></h3> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">5+ years in Customer Success, Technical Account Management, or SaaS post sales</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">Track record of driving adoption, retention, and renewal outcomes in complex accounts</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">Strong executive ready communication and structured customer execution</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">Comfortable working across internal teams to drive results and resolve blockers</span><br><br> <div class="p-rich_text_section"><span style="font-size: 12pt;"><strong data-stringify-type="bold">Nice to have</strong></span></div> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">Familiarity with DevOps and software delivery concepts (CI/CD, governance, reliability, developer workflows)</span></li> </ul> </li> </ul> <div> <div class="p-rich_text_section"><span style="font-size: 12pt;"><strong data-stringify-type="bold">Business Skills</strong></span></div> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">Excellent presentation skills, in addition to verbal and written communication skills</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">Proven effectiveness at leading and facilitating community and executive discussions</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">Ability to translate complex terminology into a clear set of actions and next steps</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">Self starter with an entrepreneurial spirit and can drive action in the face of ambiguity</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">Ability to work autonomously and to prioritize tasks, while managing a diverse workload</span></li> </ul> </div> <div> <h3><span style="font-size: 12pt;">Location</span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Remote from within the U.S</span></li> </ul> <h3><span style="font-size: 12pt;">What You Will Have at Harness</span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Competitive salary</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Comprehensive healthcare benefits</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Flexible Spending Account (FSA)</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Employee Assistance Program (EAP)</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Flexible Time Off and Parental Leave</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Quarterly Harness TGIF-Off / 4 days</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Monthly, quarterly, and annual social and team-building events</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Recharge &amp; Reset Program</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Monthly internet reimbursement</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Commuter benefits</span></li> </ul> <p><span style="font-size: 12pt;">The <strong>anticipated base salary range for this position is $110,000 - $120,000 annually</strong>. Salary is determined by a combination of factors including location, level, relevant experience, and skills. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position. The compensation package for this position may also include equity, and benefits. More details about our company benefits can be found at the following link: https://www.harness.io/company/careers. <br><br></span></p> </div> <p><span style="font-size: 12pt;">A valid authorization to work in the U.S. is required</span></p> <div id="te-floating-button-container"></div><div class="content-pay-transparency"><div class="pay-input"><div class="title">Pay transparency</div><div class="pay-range"><span>$110,000</span><span class="divider">&mdash;</span><span>$120,000 USD</span></div></div></div><div class="content-conclusion"><h3>Harness in the news:</h3> <ul> <li data-stringify-indent="0" data-stringify-border="0"><a href="https://www.harness.io/blog/240m-financing-to-bring-ai-to-everything-after-code">Accelerating Our Mission to Bring AI to Everything After Code</a></li> <li data-stringify-indent="0" data-stringify-border="0"><a href="https://www.cnbc.com/2025/12/11/harness-is-worth-5point5-billion-in-round-led-by-goldman-sachs.html">Goldman Sachs leads investment in software delivery startup Harness at $5.5 billion valuation</a></li> <li data-stringify-indent="0" data-stringify-border="0"><a href="https://www.youtube.com/watch?v=LvOYXKAyAqs">How Harness runs 16 “startups within a startup” at scale | Jyoti Bansal</a></li> <li data-stringify-indent="0" data-stringify-border="0"><a href="https://www.digit.fyi/ai-visibility-crisis-fuelling-security-nightmare/">Harness Research Shows AI Visibility Crisis Fueling Security Nightmare</a></li> <li data-stringify-indent="0" data-stringify-border="0"><a href="https://www.harness.io/blog/we-made-inc-s-2025-power-partners-list-again---heres-why-it-matters">Harness has been named to the Inc. Power Partner list for software delivery success</a></li> </ul> <p>All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.<br><br></p> <p><strong>Note on Fraudulent Recruiting/Offers</strong></p> <p>We have become aware that there may be fraudulent recruiting attempts being made by people posing as representatives of Harness. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers.&nbsp;</p> <p>Please note, we do not ask for sensitive or financial information via chat, text, or social media, and any email communications will come from the domain @harness.io. Additionally, Harness will never ask for any payment, fee to be paid, or purchases to be made by a job applicant. All applicants are encouraged to apply directly to our open jobs via our website. Interviews are generally conducted via Zoom video conference unless the candidate requests other accommodations.</p> <p>If you believe that you have been the target of an interview/offer scam by someone posing as a representative of Harness, please do not provide any personal or financial information and contact us immediately at&nbsp;<a href="mailto:security@harness.io">security@harness.io</a>. You can also find additional information about this type of scam and report any fraudulent employment offers via the Federal Trade Commission’s website (<a href="https://consumer.ftc.gov/articles/job-scams)">https://consumer.ftc.gov/articles/job-scams)</a>, or you can contact your local law enforcement agency.</p> <div id="te-floating-button-container"></div></div>