Client Success Manager
Maple
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Toronto, ON, Canada
Posted 6+ months ago
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 Client Success Manager 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 own a portfolio of some of Maple’s most strategic, enterprise employer partners—building trusted relationships, driving meaningful outcomes, and helping thousands of employees get access to timely, impactful care.
As a Client Success Manager, you’ll oversee the entire client journey and be responsible for delivering an exceptional client experience —from implementation and onboarding to ongoing account management, including contract renewals and expansions. You’ll build lasting, trust-based relationships and ensure clients receive exceptional support. You’ll work cross-functionally to resolve issues, drive program adoption, uncover opportunities for growth, and reinforce the value of Maple’s offerings. This is an individual contributor role, ideal for someone who thrives in a fast-paced environment, enjoys solving complex challenges, and is motivated by making a difference in people’s health journeys.
Reporting to the Manager, Employer Programs, you’ll join a collaborative team that cares deeply about the quality of our work, the strength of our relationships, and the real-world impact of virtual care.
YOUR IMPACT
- Own and manage a portfolio of strategic Enterprise employer partners, delivering high-impact service and support from onboarding through renewal.
- Serve as a trusted advisor to HR, Benefits, and executive stakeholders—providing guidance, thought leadership, and solutions that align with their goals.
- Monitor client health and program usage data to identify trends, proactively address risks, and drive retention and engagement.
- Lead quarterly and annual business reviews to showcase program results, reinforce ROI, and unlock future growth opportunities.
- Collaborate cross-functionally with Sales, Operations, Marketing, and Product to deliver seamless experiences and advocate for client needs.
- Support ongoing improvements in onboarding, service delivery, and account workflows by contributing to playbooks, processes, and best practices.
- Champion Maple’s value proposition and play a key role in shaping how our employer partners experience virtual care.
12 – 18 MONTH DELIVERABLES
In your first 90 days, you’ll complete onboarding and ramp up on our tools, systems, and workflows. You’ll get to know the Employer Programs portfolio, develop strong relationships with your book of business, and begin to support key accounts. Early wins will include leading onboarding for new clients and driving retention efforts for renewals in your portfolio.
Over the next 12 to 18 months, you’ll demonstrate measurable impact on client satisfaction, retention, and program engagement. You’ll take ownership of account strategy for your clients, lead cross-functional initiatives to improve client experience, and become a go-to expert on the value of Maple’s programs in the employer space.
CANDIDATE PROFILE
- Minimum 4+ years in Client Success, Account Management, or Partnerships roles, ideally within a B2B or SaaS environment.
- Experience managing relationships with enterprise clients and executive stakeholders.
- Strong communication and presentation skills, including comfort leading strategic conversations and business reviews.
- Data-informed mindset with the ability to analyze metrics and translate insights into action.
- Experience with CRM and client success tools (e.g., Salesforce)
- Enjoys working in a fast-paced, ambiguous environment and thrives in a collaborative, mission-driven team
- 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: September 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 "Client Success Manager" Work In Tech.
