About Maple

Founded in 2015, Maple is a fast-growing health tech company with a vision to power the future of healthcare by building a connected and superior experience for patients, doctors, and other types of health providers.

We offer virtual care services across multiple distribution channels, including Direct-to-Consumer ("B2C"), Employers and Private Insurers ("B2B") and Public Sector Institutions ("B2I"). With a growing network of 2,000+ healthcare providers and nearly 4 million Canadians with access to our services, Maple is one of Canada's fastest-growing virtual care companies.

We have established an entrepreneurial culture centered around our purpose to support people's health and well-being and to strengthen the healthcare system. We attribute our success to our team, who has helped us achieve numerous noteworthy awards including: LinkedIn's Top 10 Startups, Deloitte Canada's Technology Fast 50, Globe & Mail's Top Growing Companies in Canada, North America's Inspiring Workplaces, and Glory Professional's The Power 50: Canada's Most Impactful Companies.

THE POSITION

Are you a strategic thinker who thrives in solving complex challenges, building lasting relationships, and driving measurable results? We're hiring a Client Success Manager to join our Health System Partnerships (HSP) team. In this role, you will manage an existing portfolio of strategic clients, serving as the primary point of contact for key partner programs. By delivering exceptional client experiences and ensuring operational excellence, you will help up scale our B2B/ B2I operations; making a meaningful impact on our healthcare system.

Our HSP team manages large-scale provincial partnerships and government-adjacent partner initiatives, tailoring programs to meet the unique needs of each partner's population. As a Client Success Manager, you'll play a pivotal role in strengthening these partnerships, identifying opportunities for growth, and maintaining our reputation for delivering bespoke, best-in-market virtual patient and provider experiences. This role is ideal for a self-starter who thrives in a fast-paced, impact-driven environment.

YOUR IMPACT

Build and manage client relationships: serve as the main point of contact for assigned clients, building trust and credibility through strategic communication and problem-solving. Ensure alignment between client needs and Maple's objectives while confidently representing the HSP team.
Drive portfolio growth: identify opportunities to expand existing partnerships and contribute to new client acquisition efforts, including RFPs/RFIs, product demos, and discovery conversations. Achieve revenue growth through strategic up-selling initiatives.
Project management: manage workflow implementation to ensure on-time, high-quality delivery. Collaborate cross-functionally to streamline processes and deliverables.
Foster team collaboration: contribute to a positive team culture, mentoring colleagues and supporting professional growth within the HSP team.

12 – 18 MONTH DELIVERABLES

Within your first 90 days, you will develop a deep understanding of Maple's existing partnerships, workflows, and processes. You will establish credibility and trust with internal and external stakeholders while gaining a clear picture of client needs and expectations. Additionally, you will begin taking ownership of client communication and active projects, ensuring high-quality delivery and satisfaction.

Over the next 12 to 18 months, you will focus on achieving measurable growth in portfolio revenue and client satisfaction. By driving strategic partnership expansions and implementing process improvements, you will enhance the team's efficiency and the client experience. Additionally, you will work to secure new partnership expansions, contributing to Maple's growth objectives while maintaining strong relationships with existing clients to achieve Net Revenue Retention (NRR) targets.

CANDIDATE PROFILE

Experience: 5+ years in a client-facing or client success role, ideally within a B2B (business-to-business) or institutional client environment. A background in healthcare is a plus but not required.
Client relationship expertise: proven ability to manage client portfolios and build trust and credibility with stakeholders at all levels.
Strategic mindset: a proactive, solution-oriented professional who can align client needs with organizational objectives to drive mutual success.
Project management skills: demonstrated experience in managing projects, workflows, and deliverables, with proficiency in tools like Asana or Salesforce.
Communication excellence: strong interpersonal, written, and verbal communication skills, with the ability to present confidently and effectively.
Growth orientation: experience driving new business opportunities through upselling or expanding existing partnerships.
Technical proficiency: familiarity with CRMs (Salesforce preferred) and a willingness to adopt new tools and processes as needed.

Not checking every box? Please apply anyway. We understand that candidates have different experiences that may make them a fantastic fit for this position, and for Maple. We value equity, diversity, and inclusion, and we're committed to providing fair and equal opportunities to all applicants. We also want to provide an accessible interview process, so if there's any accommodations that would make your experience more comfortable, please let us know.

CULTURE AND ORGANIZATIONAL FIT

The Maple Team Is

Passionate: we believe deeply in our company's purpose and what we're trying to accomplish as a team. We want all colleagues to feel passionate about improving access to high-quality healthcare through the power of technology, and to make a positive impact with the work we do, where we work, and in the community.
Supportive: we're a diverse community that recognizes and embraces the individual differences of our people. We have fun coming to work and bringing the best out of each other. We value and encourage different and diverse perspectives from all parts of the organization.
United: we leave our egos at the door and act with humility. We work collaboratively to overcome obstacles that arise, and we're united in our purpose and bringing our ambitious goals to life.
Creative: we challenge the status quo of what we think is possible with how we approach our work and projects, celebrating bold thinking. We're focused on our priorities yet remain agile in how we deliver on our goals.

WORKING AT MAPLE

We want you to love working at Maple—feeling challenged, supported, and cared for. Just as we strive to grow and improve, we encourage you to embrace the same mindset as you work toward your personal best. Together, we can learn, develop, and power the future of healthcare. At Maple, your success is our success.

We care about your health and well-being. Here's how we've got you covered:

Competitive benefits package: health, dental, counselling, and life insurance coverage to care for you and your loved ones.
Health spending account: extra funds for wellness essentials like eyeglasses, therapy, and more.
Wellness budget: recharge with activities that fuel your well-being—fitness classes, mindfulness tools, and beyond.
Maple access: virtual healthcare for you and your family, including general practitioners, pediatrics, and therapy consultations.
Paid health Days: 10 extra days for when life happens—rest, appointments, or caregiving included.
Destination5: work internationally in eligible countries for up to 5 days per year. Adventure, uninterrupted.
Retirement savings plan: invest in your future with our group retirement savings plan.
Branch out budget: $1,000 annually to pursue professional development and fuel your growth.

Other

Job type: full-time
Hiring manager: Manager, Client Success | Health System Partnerships
Location: hybrid, 225 Richmond St W #201, Toronto, ON M5V 1W2
Start date: March 2025
Vacation: 3 weeks

Please note that any offer of employment may be subject to verification of employment and education background checks, including a criminal record check.

PI261622452

Maple (getmaple.ca)

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Client Success Manager (Health Systems Partnerships)