Project Portfolio Manager
Job Description & How to Apply Below
SymphonyAI is a leading global enterprise AI SaaS company transforming industries through proven, predictive and generative AI solutions. We partner with leading global organizations, consultancies and global system integrators (GSIs) to accelerate innovation and go-to-market velocity ving Fortune 500 companies across Retail/CPG, Financial Services, Manufacturing, Media, and IT/Enterprise Service Management, we deliver measurable business outcomes through cutting-edge technology and deep domain expertise.
Join our global team of innovators and help shape the future of AI-powered enterprise solutions in a collaborative, high-growth environment where your work creates real-world impact.
The Opportunity The Engagement Manager assures customer success by driving adoption, value realisation and renewal across the full customer lifecycle. This role orchestrates both success and services activities to ensure our customers achieve their desired business outcomes from our products and services, from initial engagement through ongoing value and growth.
As a customer success centric engagement manager, you will balance customer success goals (adoption, value, health, advocacy) with project delivery excellence and commercial performance. We are looking for professionals with at least 10 years of related experience in customer success, consulting, and project/program management, with formal Project Management accreditation.
This is a customer facing role working with senior customer stakeholders, and internal peers and subject matter experts. You will be overseeing a portfolio of client engagements, ensuring revenue and profitability targets are achieved. You will also partner closely with Sales, Pre-Sales and Product colleagues to support business development and growth targets. This role will report to the Head of Professional Services for the Americas.
The Impact You Will Have Demonstrate a passion for customer success and lead by example by putting customer outcomes at the centre of every engagement, in alignment with the TSIA LAER model (Land, Adopt, Expand, Renew).
Perform as the Engagement Lead for the assigned portfolio with accountability for services bookings and revenue delivery margins, adoption targets, expansion pipeline, and renewal support.
Own a portfolio of customer engagements as vehicles for adoption and value realisation, ensuring they are structured around measurable outcomes rather than only scope and tasks.
Lead cross-functional project teams to design and implement solutions, success plans, and adoption programs that drive time to value and sustainable usage.
Drive the adopt phase by defining and managing customer success plans, enablement paths, proposing services offerings and solutions along with usage milestones; monitor customer health and intervene proactively to remove blockers to value.
Support the Renew phase by ensuring customers achieve agreed upon business outcomes, can clearly articulate the value received, and are prepared with data and success stories that justify renewal and potential growth.
Own or heavily influence key customer success KPIs for your portfolio (e.g., adoption metrics, health scores, time-to-value, NPS/CSAT, expansion and renewal rates) and use them to steer engagement strategy.
Identify opportunities for process improvements and revenue growth through repeatable, outcome-oriented service offerings, playbooks, and LAER aligned engagement patterns.
Ensure projects and engagements are delivered on time, within scope and budget, while also meeting agreed success metrics and value hypotheses.
Collaborate with Sales early in the lifecycle to understand the customer’s business, success definition, and value drivers, ensuring our delivery and success activities exceed expectations and develop long-term advocates.
Consult with clients to understand and refine desired outcomes, engagement scope, requirements, time, cost, and benefits; own estimating, scoping, and development of outcome based statements of work.
Drive resolution of delivery challenges, including resource contentions, scoping issues, change management and user adoption risks, while…
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