Customer Experience & Retention Manager

The role

This role owns customer experience and retention for a large book of Digital and Commercial customers. You will build and run a tech-touch engine using automated journeys, health signals, and self-service resources.

What you will do

• Design, scale and optimize automated lifecycle programs
• Own the segmentation and coverage model
• Build the self-service layer including guides, templates, and knowledge base
• Run A/B tests on messaging, timing and channel
• Use AI-assisted workflows for summarisation and content personalisation
• Define, validate and tune customer health signals
• Build dashboards for portfolio health and renewal risk
• Guide customers through product configuration and integrations
• Join technical discovery and proof-of-value work
• Own renewal execution end to end

Required qualifications

• 3+ years in Customer Success, Customer Experience, Technical Account Management, Digital/Scaled CS, Solutions Consulting or a similar SaaS role
• Experience managing a high-volume B2B SaaS portfolio
• Hands-on experience building automation in a CRM or CS platform (Salesforce, Gainsight, HubSpot, Totango or similar)
• Strong analytical skills with usage and engagement data
• Working knowledge of DevOps fundamentals: Git, CI/CD pipelines, APIs and cloud platforms
• Experience with SaaS renewals, retention and commercial discussions
• Understanding of subscription, licensing and billing models
• Strong communication, troubleshooting and prioritisation skills

Nice to have

• Experience with digital CS tooling: in-app guidance, email and marketing automation, community platforms and knowledge-base or content systems
• Experience using SQL, BI tools, scripting or low-code automation
• Experience applying AI or LLM-assisted workflows
• Hands-on exposure to Harness, GitHub Actions, GitLab CI, Jenkins or similar CI/CD platforms
• Familiarity with Docker, Kubernetes, AWS, Azure or GCP; REST APIs, webhooks, SSO and YAML configuration
• Familiarity with Infrastructure as Code, Terraform or DevSecOps concepts
• Experience working alongside Forward Deployed Engineers, Solutions Architects or implementation teams

About the company

Harness is the AI Software Delivery Platform company. It provides AI and automation across the software delivery lifecycle to help teams ship software faster.