Client Success Associate (Bilingual, French/English)

Canada·TorontoRemoteFull-Time Employeemid

OtherClient Success Associate

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Overview

Build better healthcare together Maple's purpose is to meet the world's healthcare needs. We're Canada's leading on-demand healthcare platform, connecting patients with Canadian-licensed doctors,

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OtherClient Success Associate

Build better healthcare together

Maple's purpose is to meet the world's healthcare needs. We're Canada's leading on-demand healthcare platform, connecting patients with Canadian-licensed doctors, nurse practitioners and specialists. Today, we're proud that over 8 million patients and 7,000 businesses and government partners have access to same-day, proactive and ongoing care. We enable people to take control of their health and push the boundaries of what's possible every day.

Bold minds. Big impact. A career at Maple is about making an impact. We empower bold thinking, surround you with an inspiring team and are driven by a motivating purpose. Here, you'll do work that changes lives—including your own.

As we continue to grow our Channel Partnerships business — one of Maple's largest commercial distribution channels, working with insurance providers, benefits brokers, and other organizations that bring virtual care to their members — we're looking for a Bilingual Client Success Associate (French/English) to own the day-to-day success of a portfolio of channel partners.

In this role, you'll be the primary contact for your partners — moving programs from signed to live, running bilingual partner meetings, coordinating renewals, and keeping the behind-the-scenes mechanics running smoothly. You'll partner across Operations, Support, and Product to solve issues before they escalate, and you'll help build the playbooks that make our Channel Partnerships team stronger as it scales — with your Team Lead close by whenever you need a sounding board.

Act as the primary day-to-day contact for a portfolio of channel partners, keeping communication timely, professional, and responsive

Support program launches end to end, coordinating the technical and administrative steps so partners' members can access care without friction

Lead business reviews and everyday communications in both French and English for our national and Quebec-based partners

Coordinate renewals across your portfolio — tracking timelines, preparing renewal materials, and working with your Team Lead on pricing, contracts, and eligibility details

Manage the behind-the-scenes mechanics of our partnerships, from eligibility and billing cycles to keeping

Salesforce accurate and up to date

Partner across Operations, Support, and Product to resolve partner issues before they escalate

Use data to track partner performance — flagging risks early and making sure reporting is accurate and delivered on time

Spot gaps in existing workflows and help improve the playbooks that keep the Channel Partnerships team running as it grows

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 start managing partner communication on your own — leaning on your Team Lead for the trickier calls, and building credibility by staying organized, responsive, and detail-oriented.

Over the next 12 to 18 months, you'll confidently manage your portfolio end to end. You'll coordinate renewals across your accounts — building clear renewal narratives, tracking timelines, and navigating the variables that shape contract outcomes — 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.

3+ years of experience in a client-facing, client success, account management, or operations role — ideally in a B2B, SaaS, or service-based environment

Full bilingual fluency in French and English, with the confidence to lead meetings, manage written communication, and build relationships in both languages

Strong ownership — you follow through, stay organized, and manage multiple priorities without letting things slip

Clear, professional communication that builds trust with partners and internal stakeholders

Comfort balancing relationships and operations — from partner conversations to the detailed workflows behind billing, eligibility, and reporting

A proactive approach to problem-solving — you know when to take action and when to loop in your Team Lead

Detail-oriented and reliable, with a track record of accurate, high-quality work in fast-paced environments

Comfort working with data and systems, including CRMs (Salesforce is a plus) and reporting tools, and the motivation to pick up new tools quickly

A collaborative mindset — you work well cross-functionally to solve problems and improve outcomes

Motivation from purpose, and genuine care for the partners who are working to improve access to healthcare for their members

Requirements

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We don't currently use artificial intelligence (AI) or automated tools to screen, assess or select candidates. Every application is thoughtfully reviewed by our Talent Acquisition team or hiring managers.