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: Explicit 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.

📌 Partner Customer Success Manager (Toronto)
🏢 Tp
📍 Toronto