Client Success Manager (Direct Partnerships)

Toronto · TorontoFull-Time Employeemid

Customer SuccessClient Success Manager

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Quick Summary

Overview

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,

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Customer SuccessClient Success Manager

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 7 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.

We’re hiring a Client Success Manager to join our Direct Partnerships team, which supports Maple’s B2B programs where organizations offer Maple as a healthcare benefit to their employees or members.

In this role, you will manage and grow a portfolio of strategic client partnerships, serving as the primary point of contact and trusted advisor for your accounts. You’ll be responsible for ensuring strong client outcomes, driving retention and expansion, and delivering a high-quality experience across the full partnership lifecycle.

You’ll work closely with the Manager, Direct Partnerships, and cross-functional teams, including Sales, Product, and Marketing, to align client needs with Maple’s offerings. This role is well-suited for someone who combines strong relationship management with a results-oriented mindset and is motivated by both client impact and revenue growth.

Build and manage strong, trusted relationships with clients, including Enterprise-level accounts.

Serve as the primary point of contact and strategic advisor, ensuring alignment between client needs and Maple’s solutions

Lead regular client meetings and business reviews to demonstrate value, address challenges, and identify growth opportunities.

Own portfolio performance, including client satisfaction, retention, and achievement of key KPIs.

Proactively manage escalations and resolve issues with urgency and sound judgment.

Identify and close upsell and cross-sell opportunities to drive revenue growth within your portfolio.

Develop and execute account plans that maximize long-term client value.

Lead onboarding and program implementation for new and existing clients, ensuring a smooth and well-structured launch experience.

Coordinate timelines, resources, and communications across internal and external stakeholders during implementation.

Identify opportunities to improve processes, workflows, and client experience.

Share client insights and feedback to inform product and service improvements.

Responsibilities

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→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.

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.

Maple access: Virtual healthcare for you and your family, including general practitioners, pediatrics, and therapy consultations.

Flex benefits budget: An annual flex budget to support your growth and well-being. A portion of this budget is dedicated to learning and development through our Branch Out Budget, with the remaining amount flexible to use toward wellness expenses, additional learning, or a one-time contribution to your GRSP, so you can invest in what matters most to you.

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.

The pay range for this role is $77,000-$90,000, plus variable pay.

Offers can vary depending on skills, experience, and readiness to meet Maple’s expectations for this level. We encourage open conversations about pay. If you have questions about how compensation works at Maple, you’re welcome to ask at any point in the interview process.

Job type: Existing vacancy, full-time

Hiring manager: Manager Client Success | Direct Partnerships

Location: Hybrid, 225 Richmond Street West, Toronto, ON

Start date: May 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.

At Maple, we do not 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.