Partner Customer Success Manager (PCSM) - Accounting & Advisory Channel

Canada; Canada; Híbrido; CAD 80.000 - 84.000; Jornada completa

Descripción de la vacante

Teleperformance Canada is seeking a Partner Customer Success Manager to own post-sales relationships for 150–250 accounting firms and advisors, driving multi-product adoption and revenue retention. You will protect partner books, guide onboarding, and orchestrate cross-sell across Payroll, Payments, and Accountant Suites.

This role emphasizes data-driven prioritization, CRM-driven insights, and authentic domain credibility to scale partner success and ARR.

Formación

• Own and manage a portfolio of 150–250 accounting firms, bookkeepers and fractional CFOs.
• Monitor CRM health metrics and intervene 1:1 when risks trigger.
• Defend revenue and reduce churn with proactive playbooks.
• Migrate client books to cloud platform and drive cross-sell across Payroll, Payments, Cards/Expense, and Accountant Suites.
• Lead onboarding and certification programs (e.g., ProAdvisor) for professionals.

Responsabilidades

• Own and manage a designated portfolio of 150-250 accounting, bookkeeping, and advisory firms as their primary post-sales point of contact.
• Monitor CRM health metrics and intervene 1:1 whenever risk triggers fire.
• Protect whole-book partner relationships to prevent attrition and churn.
• Drive cross-sell and expansion across ecosystem solutions.
• Lead structured onboarding and tier progression for partners.

Conocimientos

Post-sales management

CRM analysis

Portfolio governance

Cross-sell & upsell

Herramientas

CRM software

Descripción del empleo

Join Teleperformance - Where Excellence Meets Opportunity!

Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.

Why Choose Teleperformance?

We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.

Utilize advanced support technologies and processes engineered to achieve outstanding results.

We cultivate lasting client relationships and make positive contributions to our local communities.

Become Part of an Exceptional Team!

Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.

Job Description

About Us

TP is a worldwide leader in client experience management, digital business services, and strategic contact center outsourcing. With more than 500,000 employees globally, TP combines high-performing on-site infrastructure with cutting-edge remote delivery models, providing support across 300 languages and dialects. Consistently recognized in Fortune Magazine's Top 25 World's Best Workplaces in partnership with Great Place to Work®, TP empowers enterprise technology partners to scale strategic go-to-market and partner success operations seamlessly across premier global markets.

Our Work Culture

At TP, we remain true to our core values of integrity, respect, professionalism, innovation, and commitment:

• Autonomous: We encourage and trust your independent judgment to prioritize high-leverage interventions across your portfolio.
• Progressive Work Environment: Clear vertical and horizontal growth pathways backed by structured coaching and tier-readiness programs.
• Flexible & Impact-Driven: We emphasize tangible outcomes, commercial retention, and partner health over activity volume.
• Innovative: Every idea matters-we empower operators to build new 0-to-1 playbooks and optimize operational workflows.
• Inclusive: A collaborative global culture where diverse perspectives are celebrated and everyone wins together.

About the job

As a Partner Customer Success Manager (PCSM), you are the dedicated post-sales commercial owner and strategic platform advisor for a high-value portfolio of 150-250 accounting firms, bookkeepers, and fractional CFOs. Within our partner GTM model, this segment represents highly defensible recurring revenue and the foundation of end-client subscription adoption. In this role, you protect the partner book against competitor migration, accelerate multi-product adoption (including Core Accounting, Payroll, Payments, Expense Management, Time, and Accountant Suites), and empower advisory firms to scale their practices efficiently.

You operate through a proven Scaled Success motion-pairing an annual scheduled value cadence with real-time, signal-triggered 1:1 interventions and digital 1:many leverage. This is a high-impact role combining consultative account stewardship, data-driven prioritization, and authentic domain credibility.

Competitive annual base salary, 80,000 Annual CAD and French BIL premium 4000 Annual CAD, commensurate with experience, plus comprehensive performance-based incentive programs tied to portfolio retention, expansion ARR, and partner health metrics with an annual OTE of up to 12.5%.

Key Responsibilities and Accountabilities

The Partner Customer Success Manager executes across four strategic pillars to drive partner health, revenue retention, and ecosystem expansion:

• Scaled Portfolio Management & Cadence: Own and manage a designated portfolio of 150-250 accounting, bookkeeping, and advisory firms as their primary post-sales point of contact; execute structured annual value reviews supported by automated mid-year health check-ins.
• Signal-Triggered Rapid Intervention: Monitor CRM health metrics, engagement indicators, and platform telemetry in real time; proactively intervene 1:1 whenever risk triggers fire (e.g., stalled client onboarding, platform usage drops, or competitor migration signals).
• Revenue Defense & Churn Prevention: Protect whole-book partner relationships to prevent silent attrition of entire underlying client subscriptions, developing proactive recovery playbooks for accounts showing disengagement or decline.
• Client Book Migration & Multi-Product Attach: Partner with firm principals to migrate additional client books onto the cloud platform; drive organic expansion and cross-sell across ecosystem solutions including Payroll, Payments, Corporate Cards/Expense Management, Bill Pay, and Accountant Suites.
• Practice Onboarding & Tier Progression: Lead structured onboarding from initial introduction to accelerate time-to-first-value; coach accounting professionals through certification programs (e.g., ProAdvisor) and t