Senior Partner Success Manager (Remote)

Job Title:

Senior Partner Success Manager (Remote)

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.

ABOUT CONCENTRIX

At Concentrix, we help the world's best brands build exceptional customer experiences through innovative technology, operational excellence, and human-centered solutions. As organizations accelerate adoption of AI, automation, cloud technologies, and digital transformation initiatives, Concentrix partners with clients and strategic ecosystem partners to deliver measurable business outcomes at scale.

We are seeking a Senior Partner Success Manager to drive the successful delivery, adoption, and expansion of partner-led AI solutions while ensuring customers achieve meaningful business value and long-term success.

Success in this role requires comfort operating in a highly dynamic, rapidly evolving environment where priorities shift quickly, new challenges emerge daily, and ambiguity is often present. The ideal candidate thrives in an AI-native culture, demonstrates strong initiative, embraces continuous learning, and can quickly evaluate information, make sound decisions, and drive execution without waiting for direction.

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-value, or business value realization, with the ability to quantify impact and results achieved.
• Experience reviewing implementation plans, delivery approaches, project scope, and customer readiness to identify execution risk and drive successful outcomes.
• Ability to interpret statements of work (SOWs), delivery commitments, implementation plans, governance models, and documented success criteria, and identify gaps between contracted outcomes, partner execution, and actual customer experience.
• Proven ability to diagnose and resolve complex delivery, adoption, operational, and stakeholder challenges.
• Ability to describe, in specific and personal terms, at least one stalled or at-risk customer engagement they individually diagnosed, led, and successfully unblocked, distinct from activities primarily executed by a broader team.
• Strong experience managing escalations and recovering at-risk customer engagements.
• Deep understanding of customer success within usage-based, subscription-based, SaaS, AI, cloud, or technology-driven businesses.
• Experience designing operational processes, governance models, frameworks, methodologies, playbooks, or review structures that scale across teams.
• Strong stakeholder management and influence skills across customer, partner, executive, technical, and operational audiences.
• Excellent verbal, written, presentation, and executive communication skills.
• Technical fluency sufficient to lead delivery reviews, evaluate implementation plans, participate in solution discussions, and engage credibly with technical stakeholders.
• Proven hands-on experience leveraging AI, LLMs, agentic AI tools, AI-enabled workflows, automation technologies, or AI-driven business solutions as part of daily operations. Candidates should be able to demonstrate how AI has been used to improve decision-making, operational efficiency, customer outcomes, productivity, or business results.
• Proven hands-on experience using an LLM to build or materially improve a business workflow, analytical deliverable, operating process, or customer solution. Candidates must be able to demonstrate a real artifact or workflow, explain the problem addressed, describe how prompts or instructions were refined, identify limitations or unsupported outputs, and articulate the resulting business impact.

Preferred

• Experience in roles with direct accountability for delivery execution, customer outcomes, implementation success, adoption, utilization, and value realization. Candidates whose background is primarily limited to relationship management, account stewardship, sales, or account growth without ownership of delivery outcomes may not be successful in this role.
• Experience leading red account reviews, executive escalations, customer recovery programs, and structured intervention planning for at-risk accounts.
• 5 to 8+ years supporting systems integrators, consulting firms, alliance partners, or partner-led delivery organizations.
• Experience working with organizations such as Accenture, Deloitte, Capgemini, Cognizant, Infosys, TCS, Wipro, or similar consulting and integration partners.
• Experience supporting SaaS, AI, cloud, enterprise software, professional services, or digital transformation environments.
• Experience managing offshore, contract, or shared services delivery resources.
• Experience administering co-investment funding, innovation initiatives, partner enablement programs, or market development funds.
• Experience leading executive Quarterly Business Reviews (QBRs).
• Industry expertise in Financial Services, Healthcare, Insurance, Retail, Manufacturing, Technology, or Public Sector markets.
• Experience supporting enterprise and strategic customer accounts.
• Familiarity with Salesforce, Microsoft Dynamics, Gainsight, HubSpot, Power BI, Tableau, or equivalent CRM and customer success platforms.
• Must reside in the United States and have a valid U.S. residential address.

The salary for this position is $105,000 to 110,000 Annually, plus bonus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program (EAP), 401(k) retirement plan, paid time off and holidays, and paid training days.

WHY JOIN CONCENTRIX

At Concentrix, you'll help shape the future of AI-powered customer experiences while partnering with one of the world's leading AI-native organizations. You'll operate in a fast-moving environment where AI is embedded into daily workflows, decisions are made quickly, ownership is expected, and innovation is constant. This role offers the opportunity to directly influence customer success, partner performance, AI adoption, and business outcomes at scale.

Finalists should expect to participate in a live, unscripted walkthrough of an actual deliverable, workflow, or solution they personally created using an LLM. This discussion will focus on the business problem addressed, implementation approach, prompt refinement, limitations encountered, lessons learned, and measurable business impact. Prepared demonstrations or hypothetical examples are not preferred.

JOB AVAILABILITY  

  

This position is for an existing, immediate vacancy. We are currently seeking to fill this role with an individual who can start as soon as possible.  The deadline to apply for this position is: 11/1/26

Location:

USA, OH, Work-at-Home

Language Requirements:

Time Type:

Full time

Physical and Mental Requirements:
 
The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.

 

Equal Employment Opportunity:

Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.

 

For more information regarding your EEO rights as an applicant, please visit the following websites:

·    English  

·   Spanish

Accommodation:

Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting app.acco@concentrix.com.  All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.

 

Artificial Intelligence:

As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.

 

Work Authorization:

 

In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.  

 

For further information on available work states and Equal Employment Opportunity as an applicant, please click HERE