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

TP Canada; Toronto; On-site; CAD 72,000 - 88,000; Full time

Benefits offered by this job

Structured career advancement

Onboarding & training

Professional learning programs

Performance-based incentives

Medical, Dental, Vision

Rewards & recognition

Job summary

Teleperformance Canada is seeking a Partner Customer Success Manager (PCSM) to own and grow a high-value portfolio of 150–250 accounting and advisory firms. You will drive multi-product adoption, protect revenue, and coach clients through onboarding and certification programs while coordinating with cross-functional teams.

The role reports to the Partner Success leadership and offers a structured onboarding, a performance-based incentive plan, and a competitive base salary.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 3+ years in Customer Success, Partner Success, Account Management, or B2B SaaS/FinTech.
• Domain knowledge in accounting/bookkeeping and compliance workflows.
• Portfolio management at scale (150+ accounts).
• CRM/CS tooling proficiency (Salesforce, ChurnZero, Gainsight).
• Bilingual English/French preferred (Canada hires).

Responsibilities

• Own and manage a designated portfolio of 150–250 accounting, bookkeeping, and advisory firms.
• Monitor health metrics and intervene 1:1 when risk triggers fire.
• Defend revenue and prevent churn across portfolio.
• Drive multi-product adoption (Payroll, Payments, Accountant Suites).
• Lead onboarding and tier progression with firm principals.
• Deploy campaigns and digital leverage to drive self-serve adoption.
• Coordinate with Support, KYB, Risk teams for escalations.
• Surface product and process improvements to leadership.

Skills

Commercial acumen

Data-driven prioritization

Influence without authority

Accountability & resilience

Adaptive communication

Education

Accounting certifications or equivalent

Tools

QuickBooks

Float

Xero

ERP software

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. TP is a global digital business services company. With nearly 490,000 passionate people present in nearly 100 countries and speaking more than 300 languages and dialects, we have the knowledge and resources to deliver outstanding experiences anywhere. We deliver a competitive edge for our clients by combining our unique standards of process excellence with empathetic, high-touch support augmented by cutting-edge technology and our domain expertise.

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

• 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.
• Bilingual Communication preferred (Canada Hires): Exceptional professional verbal and written communication skills in both English and French (minimum CEFR C1 proficiency required).

Required Skills & Competencies

• 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.

Benefits & Perks

• 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 shift (9:00 AM - 6:00 PM local time). No weekend or overnight rotations required.

Location

Toronto Office (At Client office, The Well, Downtown Toronto) – Onsite

Diversity, Equity & Inclusion

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.

Be One of Our People

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

Teleperformance is an Equal Opportunity Employer

Job Application Accommodation: If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.