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Client Success Manager

1 hour ago

Toronto, Canada Maple (getmaple.ca) Full time

Client Success Manager (Health System Partnerships) About Maple Founded in 2015, Maple is a fast‑growing health‑tech company that powers the future of healthcare by building a connected and superior experience for patients, doctors, and other health providers. We offer virtual care services across multiple distribution channels – Direct‑to‑Consumer (B2C), Employers and Private Insurers (B2B), and Public Sector Institutions (B2I). With a network of 2,000+ healthcare providers and nearly 4 million Canadians served, Maple is one of Canada’s fastest‑growing virtual care companies. Our entrepreneurial culture and acclaimed awards reflect our commitment to supporting people’s health and strengthening the healthcare system. The Position We’re hiring a Client Success Manager to join our Health System Partnerships (HSP) team. In this role, you’ll manage a portfolio of strategic clients, acting as the primary point of contact for key partner programs. You’ll drive engagement, ensure operational excellence, and deliver best‑in‑class client experiences that strengthen Maple’s partnerships and impact across Canada’s healthcare ecosystem. Your Impact Build and manage relationships: serve as the primary contact for assigned clients, earning trust through proactive communication and follow‑through. Drive portfolio growth: identify opportunities to expand partnerships through renewals, upsells, and cross‑functional collaboration. Support business development initiatives including RFPs, RFIs, and client presentations. Deliver operational excellence: oversee workflows, project plans, and implementation timelines to ensure seamless delivery. Collaborate cross‑functionally to anticipate needs and remove blockers. Champion continuous improvement: surface insights from partners to inform internal processes and product enhancements, improving client and patient experience. Contribute to team culture: share knowledge, mentor colleagues, and support a collaborative, high‑performing 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. 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. 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 targets. Candidate Profile Experience: 5+ years in a client‑facing or client success role within a B2B or institutional client environment. Experience in healthcare or government partnerships is an asset. Client relationship expertise: proven ability to build strong relationships with senior stakeholders and manage complex portfolios. Strategic mindset: proactive, solution‑oriented approach to aligning client goals with Maple’s business objectives. Project management: skilled at managing workflows and deliverables using tools like Asana, Salesforce, or similar platforms. Communication excellence: strong written, verbal, and presentation skills with a clear, confident, and empathetic style. Growth orientation: comfortable identifying and executing on partnership expansion opportunities. Technical proficiency: familiar with CRMs (Salesforce preferred) and confident adopting new tools and systems. Not checking every box? Please apply anyway. We value equity, diversity, and inclusion, and we’re committed to providing fair and equal opportunities to all applicants. If accommodations are needed to make the interview process more comfortable, let us know. Our Core Values We are a team: better together, supporting each other and tackling challenges collaboratively. We can do big things: bold, pushing boundaries to realize ambitious goals. We celebrate wins and own mistakes: empower each other to own contributions, learn from successes and failures. We get better every day: never settle, always seek feedback and improve processes and products. We’re all the way in: fully committed, driven by purpose, and act with urgency to fulfill it daily. Working at Maple Competitive benefits package: health, dental, counselling, and life insurance coverage. Health spending account: extra funds for wellness essentials. Wellness budget: recharge with activities that fuel well‑being. Maple access: virtual healthcare for you and your family. Paid health days: 10 extra days for appointments or caregiving. Destination5: work internationally in eligible countries up to 5 days per year. Retirement savings plan: group retirement savings. Branch out budget: $1,000 annually for professional development. Other Job type: Full‑time Hiring manager: Abbey Sanford, Manager, Client Success | Health System Partnerships Location: Hybrid (225 Richmond St W, #201, Toronto, ON M5V 1W2) or remote if outside the GTA. Start date: Jan 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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. #J-18808-Ljbffr