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

TP; Toronto; Hybrid; CAD 90,000 - 110,000; Full time

Job summary

TP is seeking a Partner Customer Success Manager to lead post-sales success for 150–250 accounting firms, bookkeepers, and fractional CFOs. You will protect the partner book, drive multi-product adoption, and coordinate with cross-functional teams to sustain ARR growth and partner health.

The role is based in Canada with a hybrid setup and initial on-site onboarding in Toronto. A competitive base salary is provided, complemented by performance-based incentives up to 12.5% OTE.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 3+ years in Customer Success, Partner Success, Account Management, or B2B engagement in SaaS/FinTech.
• Understanding of accounting/bookkeeping workflows and practice management.
• Proven track record managing large portfolios (150+ accounts).
• Excellent English communication and commercial instincts.

Responsibilities

• Own a portfolio of 150–250 accounting firms and manage value reviews.
• Monitor health metrics and intervene when risk signals fire (1:1).
• Defend revenue and prevent churn across the partner book.
• Migrate client books onto the cloud platform and cross-sell products.
• Lead onboarding and tier progression for partners (e.g., ProAdvisor).
• Deploy pre-built expansion toolkits and digital campaigns for adoption.
• Serve as escalation point and coordinate with internal teams (Support/Approvals).
• Surface bottlenecks and improvements to Product/Engineering/RevOps.

Skills

Portfolio management

CRM health metrics

Cross-functional collaboration

English proficiency

Data-driven prioritization

Influence without authority

Accountability & resilience

Education

Bachelor's degree

Tools

Salesforce

ChurnZero

Gainsight

Job description

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, 100,000 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 tier progression milestones.
• Campaign Targeting & Digital Leverage: Deploy pre-built expansion toolkits, educational webinars, and digital 1:many campaigns targeted at qualifying client segments across the portfolio to drive self-serve adoption.
• Dedicated Partner Escalation Route: Serve as the trusted, authoritative single point of contact for complex partner operational inquiries; coordinate with Technical Support, Approvals/KYB, and Risk teams to deliver industry-leading response resolution.
• Voice of the Partner Channel: Act as internal partner champion by surfacing recurring workflow bottlenecks, data-mapping gaps, and product enhancements directly to Product, Engineering, and RevOps leadership.

Job Requirements (Minimum skills and technical requirements)

• Education: Bachelor's degree, College diploma, or equivalent professional experience.
• Experience: 3+ years in Customer Success, Partner Success, Account Management, or B2B Client Engagement within B2B SaaS, FinTech, or Cloud software (candidates with 1+ years in a high-volume, scaled CS motion demonstrating exceptional commercial results are strongly considered).
• Domain Knowledge: Demonstrated working understanding of accounting and bookkeeping fundamentals, compliance workflows, and practice management operations.
• Portfolio Management at Scale: Proven track record managing a large book of business (150+ accounts) using smart prioritization, automated triggers, and digital leverage rather than unsustainable blanket high-touch.
• Commercial Track Record: Demonstrated success in driving product adoption, expanding recurring revenue (ARR/NRR), and safeguarding retention within a matrixed enterprise organization.
• Tooling & Data Literacy: Proficiency with enterprise CRM and CS tooling (Salesforce, ChurnZero, Gainsight) and analytics platforms; adept at interpreting health scores, telemetry data, and task queues to guide daily outreach.
• English Communication: Exceptional professional verbal and written communication skills in English (minimum CEFR C1 proficiency required).
• Commercial Acumen: Balances consultative advocacy with strong commercial instincts to identify cross-sell opportunities, run business reviews, and articulate ROI to firm owners.
• Data-Driven Prioritization: Ability to filter signal from noise across large datasets to invest high-touch effort where it drives maximum retention and growth impact.
• Influence Without Authority: Skilled at motivating external partner principals to adopt new workflows while coordinating internal cross-functional partners (Sales, Product, Support, Approvals) to resolve blockers.
• Accountability & Resilience: Thrives in a fast-paced, high-growth environment with ownership over commercial outcomes; maintains composure, focus, and empathy under high-volume demands.
• Adaptive & Solution-Oriented Communication: Smoothly transitions between strategic advisory conversations with firm leaders and practical, technical workflow troubleshooting with operational staff.

Required Qualifications

• Accounting Certifications: Foundational qualification in accounting or bookkeeping (e.g., CPA, CA, CFA, ACCA, ICB, CIPP) or official ProAdvisor certification.
• Platform Experience: Hands-on experience with QuickBooks, Float, Xero, or comparable financial management, spend management, and ERP software ecosystems.
• Scaled CS Methodology: Direct experience in pooled, digital-first, or automated customer success delivery models within global BPO or high-growth tech environments.
• Structured career advancement pathways supported by self-assessments, virtual training, and guided leadership curriculum.
• Comprehensive paid 4-week product and onboarding training, plus generous paid annual leave.
• Continuous professional learning through progressive, tenure-specific certification and enablement programs.
• Competitive base salary complemented by performance-based incentive and quarterly reward structures.
• Comprehensive Medical, Dental, and Vision coverage, plus Employee and Family Assistance Programs (EFAP).
• Vibrant, collaborative workplace with dedicated Rewards & Recognition celebrations.

Schedule

Fixed schedule: Monday to Friday, 9-hour overnight shift (6:00 PM – 3:00 AM EST). No weekend rotations required.

Location

Primary office locations: Yonge & Eglinton East / The Well, Downtown Toronto, Ontario.

Hybrid work arrangement: Combines collaborative on-site teamwork with remote flexibility (initial 4-week product and systems onboarding is conducted on-site).

Diversity, Equity & Inclusion

TP is home to a global family with diverse backgrounds, cultures, and lived experiences. We embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other protected grounds.

Artificial Intelligence in Recruitment: We may use technology, including artificial intelligence (AI tools), to assist with candidate sourcing, resume evaluation, and interview scheduling. These tools augment our recruitment team and do not replace human judgment. All hiring decisions are made thoughtfully by our recruitment and leadership teams in full alignment with human rights and privacy legislation.

Accessibility & Accommodations

Teleperformance welcomes and encourages applications from individuals with disabilities. Accommodations are available upon request for candidates participating in all stages of the assessment and interview process.