Partner Customer Success Manager (PCSM) Accounting & Advisor

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.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).