Senior Partner Success Manager (Remote)

Job description

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 accountab