Partner Customer Success Manager; PCSM Accounting & Advisory Channel
Job in
Toronto, Ontario, M5A, Canada
Listing for:
Teleperformance
Full Time
position
Listed on 2026-11-02
Job specializations:
-
Sales
Client Relationship Management, Account Manager, Customer Success Management
Job Description & How to Apply Below
Position: Partner Customer Success Manager (PCSM) — Accounting & Advisory Channel
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.
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., Pro Advisor) 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 Rev Ops leadership.Job Requirements (Minimum skills and technical…
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