Client Success Associate \u007C Channel Partnerships

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, nurse practitioners 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

We're hiring a Client Success Associate to join our Channel Partnerships team — the group responsible for supporting organizations that offer Maple through channel partnerships.

In this role, you will own a portfolio of channel partners and groups. You'll be the primary day-to-day contact for your portfolio, responsible for ensuring that programs launch smoothly, run reliably, and deliver a strong experience for end-users. You'll manage recurring workflows, partner communications, renewals support, and issue resolution, while coordinating closely with Business Development, Operations, Support, and Product teams.

This role is ideal for someone who is ready to own relationships, manage complexity, and build confidence as a client success professional in a fast-paced, purpose driven environment.

• Own a portfolio of channel partnerships, serving as the primary point of contact for day-to-day program needs.
• Manage onboarding, recurring workflows, and renewal support for partners in your portfolio, ensuring consistent execution and follow-through.
• Build trusted relationships with channel partners through clear communication, responsiveness, and proactive problem-solving.
• Coordinate internally with Business Development, Operations, Support, and Product teams to resolve issues and deliver a strong partner experience.
• Monitor program performance across your portfolio, identifying trends, risks, or opportunities to improve outcomes.
• Maintain accurate partner records, milestones, and notes in Salesforce and internal tools.
• Identify opportunities to improve workflows and contribute ideas that make channel programs more scalable and reliable.
• Help partners — and the members they serve — feel informed, supported, and confident in their experience with Maple.

WHAT SUCCESS LOOKS LIKE

In your first 90 days, you'll build a strong understanding of Maple's channel programs, tools, and workflows. You'll take ownership of your assigned portfolio, support active program launches, and begin managing partner communication independently. You'll build credibility by staying organized, responsive, and detail-oriented, while learning when to escalate and when to solve issues directly.

Over the next 12 to 18 months, you'll confidently manage your portfolio end to end. You'll support renewals, contribute to partner expansions, and proactively surface insights that improve program delivery. You'll recognize patterns across your accounts, help strengthen recurring workflows, and play an active role in supporting the growth and stability of Maple's channel partners.

CANDIDATE PROFILE

• 3+ years of experience in client success, account management, customer success, or a related client-facing role.
• Have exceptional communication and interpersonal skills and possess the confidence to present solutions to internal and external stakeholders across all levels.
• Experience owning accounts or a portfolio in an operationally complex environment.
• Background in a tech or SaaS company, ideally within a growing start-up or scale-up.
• Comfortable managing multiple partners at once while staying organized and detail-oriented.
• Confident using tools like Salesforce, spreadsheets, and internal dashboards to track work and performance.
• Proactive problem-solver who identifies issues early and collaborates to resolve them.
• Team-first mindset — curious, dependable, and motivated to grow within a client success function.
• Energized by purpose-driven work and excited to support partners delivering meaningful healthcare access.

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.

• We are a team: We're team Maple. We're better together. We support each other, face challenges collectively, and are united in a belief that we can make a positive difference in healthcare, as one.
• We can do big things: We're bold. We know that if we push the boundaries, and inspire each other to dream bigger and think differently, we will realize our incredibly ambitious goals.
• We celebrate wins and own mistakes: We empower each other to own our contributions. We celebrate and learn from our achievements, and we recognize and learn from our mistakes.
• We get better every day: We never settle. We're always learning and improving, always seeking feedback, and we tackle challenges with a belief that better is always possible—in ourselves, our processes, our products and our services.
• We're all the way in: We're fully committed. We strive for excellence, are driven by our purpose, and we act with urgency to fulfill it every day.

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, paediatrics, 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.
• 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: Team Lead, Client Success \u007C Channel Partnerships
• Location: Hybrid, 225 Richmond St W #201, Toronto, ON M5V 1W2 OR fully remote within candidate for candidates not based in Toronto
• Start date: Feb 2026
• 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.