Job Title:

Job Description

Join our award-winning One Concentrix team as a Senior Partner Success Manager (Remote) supporting one of the world's most innovative AI-native technology companies. This role operates at the intersection of AI, customer outcomes, partner performance, and business transformation in a fast-paced, high-growth environment where speed, ownership, and execution matter.

The Senior Partner Success Manager owns a defined portfolio of partner-led customer engagements and serves as the accountable business owner for customer outcomes, engagement health, risk mitigation, adoption, and value realization across that book of business. This individual is accountable for delivery quality, customer adoption, engagement health, partner performance, customer value realization, and overall portfolio success. They are expected to independently assess situations, establish priorities, make informed business decisions, and take proactive action to improve outcomes across their portfolio.

Success in this role requires maintaining detailed visibility into every active engagement, including customer objectives, implementation progress, adoption trends, delivery risks, milestones, partner performance, blockers, and business outcomes. The Senior Partner Success Manager proactively identifies stalled or at-risk engagements, diagnoses root causes, coordinates resolution across internal and external stakeholders, and drives successful customer outcomes.

This role serves as the operational leader across partner-delivered customer engagements, balancing customer success, partner accountability, delivery excellence, AI solution adoption, and operational scalability. The ideal candidate combines strong relationship management skills with business acumen, program management discipline, customer success expertise, and technical fluency in Artificial Intelligence (AI), Large Language Models (LLMs), AI-enabled workflows, automation technologies, and enterprise software solutions. Candidates should have practical experience leveraging AI-driven business solutions and automation as part of their daily work.

KEY RESPONSIBILITIES

Portfolio Ownership & Customer Engagement Success

• Own and actively manage a book of business consisting of multiple concurrent partner-led customer engagements, balancing priorities, allocating attention based on business impact, and ensuring successful outcomes across the portfolio.
• Maintain weekly visibility into each engagement's scope, timeline, milestones, blockers, implementation status, customer health, and adoption trends.
• Act as the accountable owner for engagement success, making judgment calls regarding prioritization, escalation, intervention strategies, and risk mitigation activities when challenges emerge.
• Develop a deep understanding of customer goals, solution objectives, operational requirements, and success criteria.
• Coordinate seamless transitions from sales, implementation, deployment, and ongoing customer adoption phases.

Delivery Excellence & Engagement Management

• Conduct weekly engagement reviews across the portfolio, identifying stalled, delayed, deteriorating, or at-risk engagements and implementing intervention strategies designed to restore momentum and improve customer outcomes.
• Assess delivery plans, implementation approaches, project governance models, resource allocations, and customer readiness to identify risks before they impact outcomes.
• Continuously prioritize resources, actions, and stakeholder engagement efforts across the portfolio based on customer impact, business value, risk exposure, and strategic importance.
• Track engagement progression against milestones, timelines, adoption metrics, and business objectives.
• Ensure customer deliverables are completed on time, within scope, and aligned to agreed success measures.
• Maintain a structured operating rhythm that promotes accountability, transparency, and execution excellence.
• Maintain and execute a self-built weekly engagement review cadence that ensures timely identification, prioritization, and resolution of delivery, adoption, and customer outcome risks across the portfolio.

Risk Management & Issue Resolution

• Diagnose and remove barriers to successful delivery, including partner capacity constraints, implementation delays, resource challenges, scope changes, customer readiness issues, technical dependencies, adoption risks, and change management obstacles.
• Exercise independent judgment to determine when intervention is required, when risks should be escalated, and what recovery actions are necessary to protect customer outcomes.
• Evaluate competing priorities, incomplete information, and complex stakeholder dynamics to make sound business decisions in fast-moving situations.
• Lead structured recovery efforts for red, escalated, or strategically important customer accounts, driving accountability across all involved stakeholders.
• Manage escalations involving delivery quality, customer satisfaction, implementation performance, partner accountability, adoption concerns, or operational execution.
• Bring forward clear diagnoses, accountable owners, remediation plans, and timelines for resolution rather than simply reporting status.
• Drive issues through resolution by coordinating efforts across customers, partners, delivery teams, product teams, alliance organizations, and executive stakeholders.
• Develop recovery plans for stalled, underperforming, or at-risk engagements.

Customer Adoption, Consumption & Business Outcomes

• Own customer adoption, utilization, consumption growth, retention indicators, and business value realization across the portfolio.
• Identify customers showing declining adoption, stalled progress, or realization gaps and proactively design intervention plans to improve engagement health and business outcomes.
• Monitor customer engagement metrics to identify trends, opportunities, and potential risks.
• Develop and execute action plans to improve customer adoption, operational effectiveness, and solution utilization.
• Partner with Customer Success, Sales, Delivery, and Product teams to maximize customer value and expansion opportunities.
• Track and report on metrics related to adoption growth, business outcomes, engagement completion, and customer success.
• Demonstrate accountability for measurable outcomes tied to completed delivery, customer adoption, utilization, consumption, retention, time-to-value achievement, and realization of documented customer business outcomes.

Partner Leadership & Accountability

• Build trusted executive-level relationships with partner practice leaders, delivery leaders, alliance executives, architects, engagement managers, and operational stakeholders.
• Influence, challenge, and hold partners accountable for delivery performance, staffing decisions, operational execution, customer commitments, and business outcomes.
• Hold partners accountable for engagement execution, customer outcomes, adoption targets, and delivery performance.
• Provide data-driven recommendations and constructive challenge when partner decisions, delivery approaches, or resource allocations may negatively impact customer success.
• Drive difficult conversations when necessary, using sound judgment and business rationale to align partners around corrective actions and improved performance.
• Lead quarterly partner practice reviews and Quarterly Business Reviews (QBRs) with partner alliance and delivery leaders, establishing and monitoring joint goals for completed customer engagements, customer adoption, certified practitioner capacity, customer references, repeatable offerings, and industry positioning.
• Help partners strengthen their AI delivery capability, grow certified AI expertise, develop repeatable AI solutions, and create customer success stories that can be used to support future client engagements.
• Steward partner co-investment and program funding requests by assessing each request against a defined customer or business outcome, recommending approval or rejection, and reconciling investment against agreed milestones and achieved results.

Practice Development & Operational Excellence

• Create scalable operating models, governance frameworks, review methodologies, engagement health assessments, escalation processes, success plans, and delivery playbooks.
• Transform successful engagement practices into repeatable methodologies that improve consistency, scalability, and operational performance.
• Document and institutionalize best practices, engagement review frameworks, risk management processes, and adoption strategies.
• Continuously improve operational effectiveness through process optimization and performance analysis.
• Help shape the long-term Partner Success operating model for Concentrix AI-enabled service offerings.

AI, LLM & Technology Enablement

• Demonstrate advanced proficiency using AI, LLMs, automation platforms, and emerging agentic AI technologies as a core component of daily work.
• Regularly utilize agentic AI tools and AI-powered assistants to analyze portfolio health, identify risks, generate recommendations, uncover trends, automate workflows, and improve operational decision-making.
• Leverage AI to increase scale, efficiency, and effectiveness while applying independent business judgment to validate recommendations and determine appropriate actions.
• Apply AI tools to analyze customer data, identify risks, generate recommendations, streamline workflows, and improve decision-making.
• Utilize AI-generated insights while applying sound business judgment and operational expertise.
• Leverage customer telemetry, engagement metrics, adoption data, and operational reporting to drive actions and recommendations.
• Stay informed on advancements in AI, LLMs, automation, SaaS platforms, and enterprise technologies impacting customers and partners.
• Champion AI-first ways of working and identify opportunities to embed AI-driven processes into customer, partner, and operational workflows.

Cross-Functional Leadership

• Lead and coordinate cross-functional stakeholders across Sales, Customer Success, Product, Professional Services, Operations, Support, Solution Design, Alliance, and Executive Leadership teams to drive alignment and successful customer outcomes.
• Build alignment across stakeholders with differing priorities, ensuring decisions are made and actions are executed in a timely manner.
• Coordinate successful handoffs between customer acquisition, implementation, delivery, and adoption activities.
• Serve as a trusted advisor regarding customer health, partner performance, operational risks, and engagement status.
• Present recommendations, performance updates, escalation plans, and business reviews to executive, technical, and operational audiences.

SUCCESS IN THIS ROLE WILL BE MEASURED BY

• Customer adoption and utilization growth
• Customer satisfaction and retention
• Engagement completion within scope and timeline commitments
• Time from engagement assignment to successful completion
• AI solution adoption and consumption growth
• Partner performance and relationship strength
• At-risk engagement identification and recovery effectiveness
• Time from an engagement being identified as stalled or at risk to successful resolution and restoration of forward progress.
• Escalation resolution effectiveness and speed
• Portfolio health and risk reduction
• Customer business outcome achievement
• Executive stakeholder trust and engagement
• Operational scalability and process improvement
• Adherence to and effectiveness of a structured, self-built weekly portfolio review rhythm that consistently identifies risks, drives accountability, and improves engagement outcomes.
• Development and adoption of repeatable playbooks, methodologies, and governance frameworks
• Effective use of AI-enabled solutions and automation to improve business outcomes

YOUR QUALIFICATIONS

Required

• Bachelor's degree or equivalent combination of education and experience.
• 4+ years of experience in Partner Success, Customer Success, Delivery Management, Technical Account Management, Professional Services, Consulting, Program Management, or related fields.
• Experience owning a high-volume portfolio of concurrent customer engagements, projects, implementations, or accounts (typically 10-30 simultaneously) from initiation through successful outcomes.
• Demonstrated success managing metrics tied to customer behavior and business outcomes, including adoption, utilization, consumption, retention, customer success, or expansion.
• Demonstrated ownership of delivery outcomes, customer adoption, utilization, retention, consumption growth, time-to-v