Senior Partner Success Manager (Remote)

## Senior Partner Success Manager (Remote) at Concentrix Join our award-winning One Concentrix team supporting one of the world's most innovative AI-native technology companies. This role sits 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. You will own a defined portfolio of partner-led customer engagements and be the accountable business owner for customer outcomes, engagement health, risk mitigation, adoption, and value realization. You are expected to independently assess situations, establish priorities, make informed business decisions, and take proactive action to improve outcomes across your portfolio. Success requires maintaining detailed visibility into every active engagement, including customer objectives, implementation progress, adoption trends, delivery risks, milestones, partner performance, blockers, and business outcomes. You proactively identify stalled or at-risk engagements, diagnose root causes, coordinate resolution across internal and external stakeholders, and drive 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 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, we partner with clients and strategic ecosystem partners to deliver measurable business outcomes at scale. 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. You will thrive in an AI-native culture, demonstrate strong initiative, embrace continuous learning, and quickly evaluate information, make sound decisions, and drive execution without waiting for direction. ### Key aspects of the role - **Portfolio Ownership & Customer Engagement Success:** Own and actively manage a book of business consisting of multiple concurrent partner-led customer engagements. Maintain weekly visibility into each engagement's scope, timeline, milestones, blockers, implementation status, customer health, and adoption trends. Act as the accountable owner, making judgment calls on prioritization, escalation, intervention strategies, and risk mitigation. - **Delivery Excellence & Engagement Management:** Conduct weekly engagement reviews across your portfolio, identifying and resolving stalled, delayed, or at-risk engagements. Assess delivery plans, project governance, resource allocations, and customer readiness to identify risks early. Continuously prioritize based on customer impact and business value. Track progression against milestones, timelines, and adoption metrics. - **Risk Management & Issue Resolution:** Diagnose and remove barriers like partner capacity constraints, implementation delays, resource challenges, scope changes, customer readiness issues, technical dependencies, and change management obstacles. Lead structured recovery efforts for escalated accounts. Manage escalations involving delivery quality, customer satisfaction, or partner performance. Bring forward clear diagnoses, owners, and remediation plans. - **Customer Adoption, Consumption & Business Outcomes:** Own customer adoption, utilization, consumption growth, retention indicators, and business value realization across your portfolio. Identify declining adoption or stalled progress and design intervention plans. Partner with Customer Success, Sales, Delivery, and Product teams to maximize value. - **Partner Leadership & Accountability:** Build trusted executive-level relationships with partner leaders. Hold partners accountable for delivery performance, staffing, commitments, and outcomes. Lead quarterly partner practice reviews and QBRs. Steward co-investment funding requests by assessing against customer or business outcomes. - **Practice Development & Operational Excellence:** Create scalable operating models, governance frameworks, review methodologies, and playbooks. Continuously improve operational effectiveness. - **AI, LLM & Technology Enablement:** Demonstrate advanced proficiency using AI, LLMs, automation platforms, and agentic AI technologies daily. Regularly use AI-powered tools to analyze portfolio health, identify risks, generate recommendations, and automate workflows. Leverage AI-generated insights while applying sound judgment. - \*\*Cross - Functional Leadership:\*\* Coordinate stakeholders across Sales, Customer Success, Product, Professional Services, Operations, Support, Solution Design, Alliance, and Executive Leadership teams to drive alignment and successful 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 (typically 10-30 simultaneously) from initiation through successful outcomes. - Demonstrated success managing metrics tied to customer behavior and business outcomes (adoption, utilization, consumption, retention, etc.). - Demonstrated ownership of delivery outcomes, customer adoption, utilization, retention, consumption growth, time-to-value, or business value realization. - Experience reviewing implementation plans, delivery approaches, project scope, and customer readiness to identify execution risk. - Ability to interpret statements of work (SOWs), delivery commitments, and success criteria, and identify gaps. - Proven ability to diagnose and resolve complex delivery, adoption, operational, and stakeholder challenges. - Experience managing escalations and recovering at-risk customer engagements. - Deep understanding of customer success within usage-based, subscription-based, Saa. S, AI, cloud, or technology-driven businesses. - Experience designing operational processes, governance models, or playbooks that scale. - 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 and engage credibly with technical stakeholders. - Proven hands-on experience leveraging AI, LLMs, agentic AI tools, AI-enabled workflows, or automation technologies as part of daily operations. Candidates should demonstrate how AI has improved 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 prompt refinement, identify limitations, and articulate business impact. **Preferred:** - Experience in roles with direct accountability for delivery execution, customer outcomes, implementation success, adoption, utilization, and value realization. - Experience leading red account reviews, executive escalations, customer recovery programs, and structured intervention planning. - 5 to 8+ years supporting systems integrators, consulting firms, alliance partners, or partner-led delivery organizations (e.g., Accenture, Deloitte, Capgemini, etc.). - Experience supporting Saa. S, AI, cloud, enterprise software, professional services, or digital transformation environments. - Experience managing offshore or contract delivery resources. - Experience administering co-investment funding or partner enablement programs. - Experience leading executive Quarterly Business Reviews (QBRs). - Industry expertise in Financial Services, Healthcare, Insurance, Retail, Manufacturing, Technology, or Public Sector. - Familiarity with Salesforce, Microsoft Dynamics, Gainsight, Hub. Spot, 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 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? You'll help shape the future of AI-powered customer experiences while partnering with one of the world's leading AI-native organizations. 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. _This position is for an existing, immediate vacancy. The deadline to apply for this position is: 9/18/26._ Location: USA, OH, Work-at - Home (Remote) Time Type: Full time Concentrix is an equal opportunity and affirmative action employer. --- _This job was found on [bandana.com](