Posted 27 days ago

Client Success Manager (Direct Partnerships)

TorontoHybridFull-time

AI Summary

Client Success Manager for Direct Partnerships who manages and grows a portfolio of enterprise healthcare partnerships, acting as primary advisor and ensuring retention, expansion, and a high-quality program experience.

About this role

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.

The role

We’re hiring a Client Success Manager to join our Direct Partnerships team, supporting 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.

Your impact

Build and manage strong, trusted relationships with Enterprise clients.

Serve as the strategic advisor for your portfolio, 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.

What success looks like

In your first 90 days, you will build a strong understanding of Maple’s products, client programs, and partnership models. You will establish relationships with your assigned accounts, begin leading client interactions, and take ownership of active initiatives and deliverables.

Over the next 12 to 18 months, you will consistently deliver strong portfolio performance, including high client satisfaction and retention. You will drive measurable revenue growth through expansion opportunities, successfully manage complex client relationships, and contribute to improvements in team processes and overall client experience.

Who you are

5+ years of experience in a client success, account management, or client-facing role, with responsibility for managing long-term client relationships.

Experience managing Enterprise or complex client accounts with multiple stakeholders.

Demonstrated ability to drive retention and revenue growth through upselling, cross-selling, or expansion initiatives.

Strong project management and organizational skills, with experience leading cross-functional initiatives.

Comfortable using data to track performance, identify trends, and inform decisions.

Excellent communication and presentation skills, with the ability to engage senior stakeholders.

Ability to manage multiple priorities independently in a fast-paced environment.

Strong problem-solving skills and a sense of ownership in delivering outcomes.

Experience in SaaS, healthcare, digital health, or client-centric technology environments is considered an asset.

Experience with CRM tools (Salesforce preferred) and data tools (e.g., Looker) is an asset.

Play to your strengths. Finding the right fit goes both ways — so this section is yours to complete. When you join, you’ll add the unique strengths you bring that aren't captured above.

How we'll support you

We recognize our people’s health is everything. That's why we take care of them.

Maple for you and your family: 24/7 access to general practitioners, pediatrics, and mental health therapy for you and your family. Care starts on day one.

Comprehensive health coverage: Medical, dental, and life insurance because your peace of mind—and your loved ones—matter most.

Health Spending Account: Extra funds to cover the essentials that make a difference, from new glasses to specialized therapy.

Flex Benefits: An annual budget built for your growth and well-being. Use it for professional development, wellness expenses, or a one-time boost to your retirement savings. You choose what matters most.

Health Days: Life happens. We provide 10 dedicated days for rest, medical appointments, or caregiving, so you can show up at your best.

Destination Days: Work from anywhere. Enjoy the flexibility to work internationally in eligible countries for up to 5 days per year.

Group Retirement Savings Plan: We’re here for the long haul. Invest in your future with our group retirement plan.

The details

Job type: Existing vacancy, full-time

Hiring manager: Manager Client Success | Direct Partnerships

Location: Hybrid, 225 Richmond Street West, Toronto

Start date: July 2026

Vacation: 3 weeks

Pay range: $77,000 - $95,000 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.

At Maple, we’re committed to the safety and security of our platform. Please note that any offer of employment is subject to a criminal record check (EPIC) and identity verification. Additional checks, including employment or education verification, may be conducted depending on the requirements of the role.

Use of artificial intelligence

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.

Skills

Account ManagementAnalytical SkillsBusiness ReviewsCommunication And PresentationCRM Tools (Salesforce)Cross-sellingData Tools (Looker)Enterprise Client ManagementHealthcare/digital Health DomainOnboarding And ImplementationPortfolio ManagementProject ManagementSaaS ExperienceStakeholder ManagementUpselling