Manager, Client Success

5 months ago

Toronto, Canada Maple Full time

**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 a high-growth mandate, we’re hiring for the position of Manager, Client Success, to lead a team of high-performing Client Success Associates responsible for supporting and growing our Employer Programs segment. Employer Programs is one of four distinct segments within our broader Client Success team. In this newly created position, you will collaborate closely with three peer managers across our Reseller, Health System Partnerships, and Embedded Partnerships and report to the Director of Client Success.

Our Employer Programs segment provides virtual care services as health and wellness benefits for employees and organizations. With 300+ corporate clients and partners, including some of Canada’s largest brands, this is a unique opportunity to make a significant impact on the future of healthcare delivery.

As the Manager, Client Success, you will be accountable for the success of our B2B Employer Programs segment. In alignment with our commitment to sustained growth and client satisfaction, your North Star metric will be Net Revenue Retention (NRR). Your role will be to uphold and elevate our high standards by prioritizing growth and enhancement initiatives.

Day-to-day, you will support your direct reports in managing their respective portfolios, ensuring they have the resources and guidance needed for success. You will play an active role in conducting meetings with key clients as required, fostering strong relationships and seizing growth opportunities. Additionally, you will collaborate closely with your peer managers to implement processes and initiatives that align with the overarching strategy of the Client Success team.

**Critical to success in this role **will be your proven leadership capabilities coupled with a passion for results. A growth mindset will allow you to inspire those around you to embrace challenges and seek continuous improvement. Your ability to be adaptable and resourceful will allow you to champion innovative solutions to meet the team’s goals.

**12 - 18 MONTH DELIVERABLES**

To realize the company’s growth and retention objectives, within the first 90 days, you will undergo a comprehensive onboarding process designed to acquaint you with Maple’s platform, partnerships, and operational procedures. Your initial responsibilities will include reviewing and refining the team’s key performance indicators (KPIs) and initiating the execution of our short-term objectives.

As a key member of the Business Development leadership team, you will forge strong relationships across the department and throughout Maple. While you won’t have direct portfolio management responsibilities, you will familiarize yourself with the team’s current portfolios and actively seek out opportunities to nurture and expand key client relationships.

Over the following 12 to 18 months, you will demonstrate tangible progress in achieving the team’s KPIs. Additionally, you will take proactive steps to identify growth opportunities, streamline processes, and elevate the client experience, all while enhancing team productivity.

**CANDIDATE PROFILE**:

- An understanding of the healthcare industry and/or employer benefit programs is not required but is considered an asset.

**_

**KEY COMPETENCIES**
- Passion for Results
- Hire & Retain Top Talent
- Marketplace Mastery
- Communication
- Agility of Thought
- A Leader Who Inspires

**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 indi

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