Team Lead, Client Success
Maple
This job is no longer accepting applications
See open jobs at Maple.See open jobs similar to "Team Lead, Client Success" Work In Tech.Customer Service
Toronto, ON, Canada
Posted on May 30, 2025
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 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.
THE POSITION
We’re hiring a Team Lead, Client Success to join our Employer Programs pod, where we help 300+ organizations across Canada deliver better employee health benefits through virtual care. In this role, you’ll lead a small team of Client Success Associates and Coordinators and directly manage your own portfolio comprising some of Maple’s most strategic, enterprise employer partners. You’ll build strong relationships, solve problems that matter, and play a key role in helping thousands of employees get access to timely, meaningful care.
This role is ideal for someone who’s earlier in their people leadership journey—maybe you’ve managed a small team, mentored others, or led projects—and you're eager to do more of it. You’re a strong individual contributor who’s ready to stretch into leadership, and you care deeply about the work you do and the people you do it with.
You’ll spend part of your time focused on high-level client strategy and problem-solving for your own accounts, and part coaching your team through complex client needs, goal setting, retention efforts, and growth opportunities.
Reporting to the Manager, Employer Programs, you’ll be supported by a collaborative team that cares about doing meaningful work and doing it well. If you’re excited by the idea of growing your leadership skills, building long-term relationships, and helping reshape how people experience healthcare through their employer, we’d love to hear from you.
YOUR IMPACT
- Lead, coach, and develop a high-performing team of Client Success Associates and Coordinators, ensuring they have the tools, context, and strategic guidance needed to support, retain, and grow their client accounts.
- Own and manage a portfolio of strategic employer partners, serving as a trusted advisor and delivering exceptional service from onboarding to renewal and expansion
- Collaborate with cross-functional teams—including Sales, Marketing, and Operations—to identify opportunities to optimize the client journey.
- Drive process improvements and help scale best practices for service delivery, onboarding, and ongoing account engagement.
- Analyze client health metrics and program utilization data to develop and execute proactive retention and engagement strategies.
- Champion Maple’s value proposition with employer partners to reinforce program ROI and strengthen long-term relationships.
- Support quarterly and annual business reviews for top partners and contribute to broader Client Success strategy and planning.
12 – 18 MONTH DELIVERABLES
In your first 90 days, you will complete comprehensive onboarding and immerse yourself in Maple’s tools, systems, and workflows. You'll build relationships with your direct reports and key stakeholders, while developing a deep understanding of the Employer Programs portfolio and how we deliver value to our partners. Early on, you’ll focus on team support, refining performance metrics, and aligning your team’s objectives with broader Client Success goals.
Over the next 12 to 18 months, you will drive measurable improvements in client satisfaction, partner retention, and program utilization across your team’s portfolios. You’ll lead initiatives to streamline internal workflows and improve how we deliver value to our employer partners. You will play a key role in building a culture of high performance, continuous learning, and cross-functional collaboration—and you’ll support the development and advancement of your team to help them grow alongside Maple.
CANDIDATE PROFILE
- 1+ years of people management experience with a strong ability to coach and empower high-performing teams
- 4+ years in Client Success, Account Management, or Partnerships roles, ideally within a B2B or SaaS environment
- Exceptional relationship-building and communication skills, including comfort with executive-level presentations
- Strong analytical and problem-solving skills; you use data to inform strategy and drive client outcomes
- Experience using CRM tools (e.g., Salesforce) to manage portfolios and improve client engagement
- Thrives in fast-paced, ambiguous environments and enjoys building processes from the ground up
- 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.
- 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, pediatrics, 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.
- Job type: Full-time
- Hiring manager: Manager, Client Success | Employer Programs
- Location: Hybrid, 225 Richmond St W #201, Toronto, ON M5V 1W2
- Start date: June/July 2025
- Vacation: 3 weeks
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.
OUR CORE VALUES
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:
OTHER
Please note that any offer of employment may be subject to verification of employment and education background checks, including a criminal record check.
This job is no longer accepting applications
See open jobs at Maple.See open jobs similar to "Team Lead, Client Success" Work In Tech.
