Client Success Manager

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

In support of our high-growth mandate, we’re hiring a Client Success Manager to join our dynamic B2B Client Success team and support the success of clients in our Embedded Partnerships portfolio. Our diverse clients offer Maple’s virtual care services as health and wellness benefits to their end-users, giving you the opportunity to impact the future of healthcare by empowering organizations to deliver a better healthcare experience.

As a Client Success Manager, you’ll oversee the entire client journey — from implementation and onboarding to ongoing account management, including contract renewals and expansions. You’ll build lasting, trust-based relationships and ensure clients receive exceptional support. In this role, you’ll lead key initiatives like complex implementation projects, user engagement strategies, and strategic account reviews, while identifying upsell opportunities to drive program success and client satisfaction.

Critical to success in this role will be your advanced relationship-building capabilities and client-facing experience, coupled with your passion for results. You are proactive in your approach to identifying opportunities, developing solutions, and implementing change to deliver results and achieve goals. You demonstrate resilience and adaptability when navigating challenging situations and are open to diverse perspectives and feedback, sharing knowledge and learning from those around you.

12 – 18 MONTH DELIVERABLES

Within the first 90 days, you will gain a thorough understanding of Maple’s business model, target market, industry landscape, and product portfolio. You will build relationships with your immediate team and cross-functional partners to understand their roles in supporting the Client Success function. During this time, you’ll begin delivering results by identifying quick wins and implementing solutions to enhance client satisfaction and program performance.

Over the next 12–18 months, you will deepen your knowledge of Maple’s business model while driving client adoption of our products and services. You will manage your client portfolio with confidence, identifying upsell and cross-sell opportunities, and consistently meeting performance metrics. By leading high-impact projects and client initiatives, you’ll ensure successful implementation and delivery in collaboration with cross-functional teams. Regularly analyzing client data and feedback, you’ll identify trends, develop actionable strategies, and enhance the client experience. You will also create and present materials that showcase program performance, ensuring clients achieve their goals with Maple.

CANDIDATE PROFILE

• The ideal candidate holds a Bachelor’s degree in Business, Marketing, Communications, or a related field, with 4+ years of experience in client success or other client-facing roles, preferably in a B2B environment.
• They possess exceptional communication and interpersonal skills, confidently presenting solutions to stakeholders at all levels and building trust as an advisor.
• A collaborative team player, they have a proven track record of success and thrive in cross-functional environments.
• Resilient and results-driven, they excel at overcoming challenges, exceeding KPIs, and using CRM tools like Salesforce to analyze client data, track metrics, and identify trends. With an agile and proactive approach, they anticipate risks and implement effective strategies to mitigate them.
• Client-focused and strategic, they ensure outstanding service and long-term success for clients while driving organizational growth.

KEY COMPETENCIES

• Client Focus
• Communication
• Adaptability
• Resilience
• Passion for Results

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. We want you to feel challenged and supported, cared for, and driven. Just as we’re driven to grow, to improve, to iterate our products and services, we want you to take the same mindset as you work towards achieving your personal best. We can all learn, we can all develop, and we can all power the future of healthcare. But we can only do it together. At Maple, we are a team first and foremost. Your success is our success.

In order to support your health and well-being, we offer a comprehensive set of benefits and perks, including:

• Health and dental benefits, insurance: Through our Group Benefits, you’ll get access to dental benefits, extended healthcare benefits for drugs, vision, paramedical coverage (e.g. massage therapists, dieticians, mental health professionals), counselling, health service navigation, life insurance, critical illness and disability insurance, and more.
• Dedicated Health Spending Account (“HSA”): An additional budget available for you to spend on health-related expenses (e.g. eyeglasses, therapy).
• Dedicated Wellness Budget: Spend your budget on activities that support your physical and mental wellness.
• Maple Coverage: You’ll get unlimited access to Maple for primary care, and a package of therapy consultations.
• Paid Health Days: In addition to paid vacation, you’ll receive 10 Paid Health Days for you to use when you’re suddenly feeling sick and unable to work, whether it’s a physical or mental health condition, to attend healthcare appointments and procedures, or if you need to support a loved one with their healthcare needs.
• Pregnancy and Parental Leave: We support parents who are welcoming a child into their life in a variety of ways, including a Supplemental Unemployment Benefit based on eligibility.
• Professional Development Budget: We encourage all team members to seek opportunities for growth and learning to support professional development. That’s why your Branch Out Budget (“BOB”) is designed to reimburse you for expenses related to any meaningful professional development opportunities.

OTHER

• Job type: Full-time
• Hiring manager: Manager, Client Success | Embedded Partnerships
• Location: Hybrid, 225 Richmond St W #201, Toronto, ON M5V 1W2
• Start date: February/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.