Bilingual Client Success Associate - Toronto - Maple

Description

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, 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 4 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 Bilingual (French/English) Client Success Associate to join our Direct Partnerships pod within our broader Client Success team. Our direct partners offer Maple's virtual care services as health and wellness benefits for their employees, and this role is central to ensuring they see strong adoption and satisfaction.

In this role, you'll deliver a best-in-class client experience by supporting program launches, driving engagement, and strengthening relationships with employer partners. You'll work closely with cross-functional teams, including Sales, Marketing, and Product, to ensure smooth onboarding and program delivery.

Your ability to communicate fluently in both French and English will be key to supporting our national client base, ensuring employees and employers alike feel fully supported in accessing Maple's services. You'll bring a proactive, solutions-focused mindset and the confidence to navigate diverse client needs while fostering long-term retention and success.

YOUR IMPACT

• Support Maple's direct partners by ensuring seamless onboarding, engagement, and ongoing adoption of Maple's services.
• Strengthen client relationships through exceptional communication and proactive problem-solving in both French and English.
• Act as a trusted partner for your portfolio of clients by helping them maximize the value of their Maple programs.
• Gather and share client feedback to help shape improvements to Maple's processes, products, and client experience.
• Contribute to team and company growth by consistently delivering on performance goals and supporting renewal conversations.

WHAT SUCCESS LOOKS LIKE

Within your first 90 days, you'll complete onboarding and training on Maple's products, processes, and systems. You'll build relationships with your teammates, cross-functional partners, and clients, and start joining client meetings to better understand employer partner needs and expectations.

Over the next 12–18 months, you'll manage your own portfolio of direct clients, ensuring strong adoption and satisfaction of Maple's programs. You'll identify opportunities to enhance program performance, contribute to renewals and expansions, and provide actionable feedback from clients to influence Maple's product and service roadmap. You'll also have opportunities to lead the implementation of client projects, ensuring delivery on time and to high standards.

CANDIDATE PROFILE

• Fluency to a professional standard in both French and English (verbal and written).
• 2+ years of experience in a client-facing role, ideally in B2B client success, account management, or program delivery.
• Exceptional communication and interpersonal skills, with the confidence to engage stakeholders at all levels.
• Strong organizational skills, with the ability to manage multiple accounts and priorities in a fast-paced environment.
• Proactive problem-solver who can anticipate risks, propose solutions, and drive improvements.
• Experience with CRM software (Salesforce or equivalent) is an asset.
• Collaborative and adaptable, with a passion for delivering results and supporting people's health and well-being.

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

• 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.

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:

• 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 plan.
• Branch out budget: $1,000 annually to pursue professional development and fuel your growth.

The pay range for this role is $65,000 – $75,000 + variable compensation. 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.

OTHER

• Job type: Full-time
• Hiring manager: Manager, Client Success | Employer Programs
• Location: Fully remote within Canada OR hybrid for Toronto-based candidates
• Start date: March/April 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.

USE OF AI

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.