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Job Description

Join our award-winning “One Concentrix” team as a Senior Partner Success Manager (Remote)! The Senior Partner Success Manager is responsible for managing a portfolio of active partner-delivered customer engagements and ensuring successful outcomes from onboarding through completion and adoption. You will serve as the primary owner of delivery success across a book of business, partnering closely with alliance partners, customer stakeholders, sales teams, delivery organizations, and cross-functional leaders. 

This role requires a strategic operator who can simultaneously manage multiple engagements, proactively identify risks, remove delivery obstacles, improve customer adoption, and establish scalable success frameworks that can be replicated across the organization. 

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, 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 success of partner-led customer engagements, ensuring customers achieve meaningful business value, strong adoption, and long-term growth. This role sits at the intersection of partner management, customer success, program delivery, and AI innovation.

KEY RESPONSIBILITIES

Customer & Partner Success Management 

• Own a portfolio of concurrent customer engagements from partner assignment through successful completion and adoption. 

• Maintain visibility into the health of every engagement, including scope, timelines, risks, milestones, customer outcomes, and adoption trends. 

• Conduct regular business reviews with customers and partners to evaluate progress, risks, and strategic opportunities. 

• Build trusted relationships with customer executives, partner leadership teams, and key stakeholders. 

Delivery Excellence & Risk Management 

• Lead weekly portfolio reviews to identify stalled, at-risk, or underperforming engagements. 

• Proactively diagnose delivery challenges and coordinate resolution efforts across internal and external stakeholders. 

• Manage escalations involving customer satisfaction, delivery quality, project execution, partner performance, resource constraints, or adoption concerns. 

• Drive accountability for engagement outcomes and successful customer adoption. 

Adoption, Consumption & Business Outcomes 

• Monitor customer adoption, usage, retention indicators, and business value realization. 

• Develop and execute plans to improve customer engagement, utilization, and long-term success. 

• Identify leading indicators of customer risk and implement mitigation plans before issues impact outcomes. 

• Partner with Customer Success, Sales, and Delivery teams to maximize customer value and growth opportunities. 

Partner Relationship Management 

• Build strategic relationships with partner executives, practice leaders, alliance managers, architects, and delivery teams. 

• Influence partner organizations to address staffing, delivery quality, escalation management, and customer success needs. 

• Support partner capability development and readiness efforts to improve engagement outcomes and scalability. 

• Participate in Quarterly Business Reviews (QBRs) and strategic planning sessions with partner organizations. 

Process Improvement & Operational Scale 

• Develop repeatable methodologies, best practices, governance models, review frameworks, and playbooks that improve delivery consistency. 

• Create engagement health reviews, escalation procedures, risk management processes, and success frameworks that can be leveraged across teams. 

• Continuously identify opportunities to improve operational efficiency and scalability. 

AI & Technology Enablement 

• Leverage AI tools, or similar platforms to improve analysis, planning, reporting, and customer success outcomes. 

• Utilize customer data, engagement metrics, and adoption insights to drive recommendations and decision-making. 

• Remain informed of evolving AI, SaaS, and digital transformation trends impacting customers and partners. 

Cross-Functional Collaboration 

• Partner closely with Sales, Customer Success, Product, Professional Services, Support, Operations, and Alliance teams. 

• Coordinate smooth transitions from sales and implementation through adoption and ongoing customer success. 

• Serve as a trusted advisor to internal stakeholders regarding partner performance, customer health, and engagement risks. 

Success in this role will be measured by: 

• Customer adoption and utilization growth 

• Customer satisfaction and retention 

• Engagement completion and delivery quality 

• Partner performance and relationship strength 

• Escalation resolution effectiveness 

• Portfolio health and risk reduction 

• Operational scalability and process improvement 

• Executive stakeholder engagement and trust 

• Continuous use of AI-enabled productivity and success practices 

YOUR QUALIFICATIONS

Required:

• Italian Language
• Bachelor's degree or equivalent combination of education and experience. 
• 4+ years of experience in Partner Success, Customer Success, Delivery Management, Technical Account Management, Consulting, Professional Services, Account Management, or related fields. 
• Experience managing a high-volume portfolio of 10-30 concurrent customer engagements, projects, implementations, or accounts. 
• Demonstrated success managing customer adoption, retention, utilization, consumption, expansion, or business outcome metrics. 
• Proven ability to manage account escalations and successfully recover at-risk engagements. 
• Strong understanding of customer success principles within usage-based, subscription-based, SaaS, AI, cloud, or technology-driven businesses. 
• Experience developing operational processes, frameworks, playbooks, review formats, checklists, or success methodologies that scale across teams. 
• Excellent problem-solving skills with the ability to diagnose delivery risks and identify root causes. 
• Strong stakeholder management skills with the ability to influence without direct authority. 
• Experience navigating complex matrix organizations involving customers, partners, sales, product, customer success, and delivery teams. 
• Outstanding verbal and written communication skills with experience presenting to executive, technical, and operational audiences. 
• Ability to assess delivery plans, scope, milestones, resource requirements, and customer readiness to identify potential risks. 
• Technical fluency sufficient to engage in delivery reviews, solution discussions, implementation planning, and adoption conversations. 
• Active use of AI and large language model technologies as part of daily business operations and decision-making activities. 

Preferred: 

• 5-8+ years supporting consulting firms, systems integrators, alliance partners, or partner-led delivery organizations. 
• Experience working with global or regional systems integrators and consulting organizations. 
• Background in SaaS, AI, Cloud, Enterprise Software, Professional Services, or Digital Transformation environments. 
• Experience conducting red account reviews, escalation management, and customer recovery programs. 
• Experience coordinating offshore, contract, or shared-service delivery resources. 
• Experience administering co-investment, innovation, partner enablement, market development, or transformation funding programs. 
• Experience leading Quarterly Business Reviews (QBRs) with executive stakeholders. 
• Industry expertise in Financial Services, Healthcare, Insurance, Retail, Manufacturing, Public Sector, or Technology sectors. 
• Familiarity with Salesforce, Microsoft Dynamics, Gainsight, HubSpot, Power BI, or similar customer success and CRM platforms. 
• Experience supporting enterprise-level and strategic accounts. 

WHY JOIN CONCENTRIX

At Concentrix, you'll help shape the future of AI-powered customer experiences while working alongside global clients, strategic partners, and some of the industry's most innovative technology organizations. You'll have the opportunity to drive measurable business impact, influence strategic partnerships, and help organizations unlock the value of emerging AI solutions.

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