Job DescriptionAbout 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, 95,000 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 10%.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: 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.
ScheduleFixed schedule: Monday to Friday, 9-hour shift (9:00 AM - 6:00 PM local time). No weekend or overnight rotations required.
LocationTP Toronto Office (75 Eglinton Ave. East, Toronto) - Onsite
À propos du posteÀ titre de Gestionnaire bilingue du succès partenaire client (français/anglais), vous serez le principal responsable commercial après-vente et conseiller stratégique de plateforme pour un portefeuille à forte valeur composé de 150 à 250 cabinets comptables, teneurs de livres et directeurs financiers fractionnels (fractional CFOs). Dans le cadre de notre modèle de mise en marché axé sur les partenaires, ce segment représente une source de revenus récurrents hautement stratégique et constitue le fondement de l'adoption des abonnements par les clients finaux. Dans ce rôle, vous protégerez le portefeuille contre la migration vers des concurrents, accélérerez l'adoption de multiples produits (notamment Comptabilité de base, Paie, Paiements, Gestion des dépenses, Gestion du temps et Suites destinées aux comptables) et aiderez les cabinets-conseils à développer leurs activités de manière efficace.
Vous travaillerez selon une approche éprouvée de Succès Client à grande échelle (Scaled Success), combinant une cadence annuelle de création de valeur, des interventions individuelles déclenchées par des signaux en temps réel et des initiatives numériques de type " un à plusieurs ". Il s'agit d'un poste à fort impact qui réunit gestion-conseil de comptes, priorisation basée sur les données et solide crédibilité sectorielle.
Salaire annuel de base compétitif de 95 000 $ CA, auquel s'ajoute une prime annuelle de bilinguisme français de 4 000 $ CA, selon l'expérience. Le poste comprend également un programme de rémunération variable basé sur le rendement lié à la rétention du portefeuille, à la croissance des revenus récurrents (ARR) et aux indicateurs de santé des partenaires, avec un revenu cib 
