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

TP; Toronto; In loco; CAD 62.000 - 76.000; Tempo pieno

Vantaggi offerti da questo lavoro

Comprehensive Medical, Dental, Vision

EFAP

4-week product and onboarding training

Generous paid annual leave

Rewards & Recognition

Descrizione del lavoro

Teleperformance is a global leader in customer experience management, offering on-site and work-at-home programs. The Partner Customer Success Manager oversees 150–250 accounting firms, driving multi-product adoption and protecting recurring revenue through data-driven interventions and cross-sell opportunities.

You will coordinate onboarding, training, and certification programs (e.g., ProAdvisor) while collaborating with Sales, Product, Support, and Risk teams to ensure partner health and

Competenze

• Bachelor's or college diploma; professional accounting certifications preferred.
• 1+ years in Customer Success, Partner Success, Account Management, or B2B engagement in SaaS/FinTech/Cloud.
• Domain knowledge in accounting, bookkeeping, and practice management workflows.
• Experience managing a large portfolio (150+ accounts) with data-driven prioritization.
• Proven track record of driving product adoption, ARR/NRR growth, and retention.
• Proficiency with CRM and CS tooling; ability to read health metrics and telemetry.

Mansioni

• Own and manage a portfolio of 150–250 accounting firms and advisory practices.
• Monitor health metrics and intervene 1:1 when risks arise to prevent churn.
• Defend revenue by proactive retention strategies and recovery playbooks.
• Migrate client books to cloud platform and drive cross-sell of modules.
• Lead onboarding, certification tracking, and tier progression.
• Deploy campaigns and leverage digital tools to drive self-serve adoption.
• Serve as partner escalation point and coordinate with cross-functional teams.
• Surface workflow bottlenecks and product enhancements to leadership.

Conoscenze

Commercial Acumen

Data-Driven Prioritization

Influence Without Authority

Accountability & Resilience

Adaptive & Solution-Oriented Communic

Portfolio Management at Scale

Bilingual English/French

CRM tooling proficiency

Formazione

Bachelor's degree / College diploma

Accounting Certifications (CPA/CA/ACCA/ICB/ACC A) or ProAdvisor

Strumenti

Salesforce

ChurnZero

Gainsight

QuickBooks

Float

Xero

Descrizione del lavoro

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 DescriptionAbout UsTP 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 CultureAt 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 jobAs 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, 65,000 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 AccountabilitiesThe 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: 1+ 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 & CompetenciesCommercial 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.Preferred QualificationsAccounting 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 & PerksStructured 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.ScheduleFixed schedule: Monday to Friday, 9-hour shift (9:00 AM – 6:00 PM local time). No weekend or overnight rotations required.LocationToronto Office (Yonge & Eglinton East / The Well, Downtown Toronto) – OnsiteDiversity, Equity & InclusionTP 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.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 EmployerJob Application Accommodation:If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.