Client Success Manager - 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 Client Success Manager to join our Health System Partnerships (HSP) team.

In this role, you'll manage a portfolio of strategic clients, acting as the primary point of contact for key partner programs. You'll drive engagement, ensure operational excellence, and deliver best‑in‑class client experiences that strengthen Maple's partnerships and impact across Canada's healthcare ecosystem.

The HSP team manages large‑scale provincial partnerships and other government‑adjacent initiatives, tailoring programs to meet the needs of unique patient populations. As a Client Success Manager, you'll play a pivotal role in building long‑term relationships, identifying opportunities for growth, and delivering virtual care experiences that make a measurable difference.

This role is ideal for a strategic, relationship‑driven professional who thrives in a fast‑paced, purpose‑driven environment.

YOUR IMPACT

• Build and manage relationships: Serve as the primary contact for assigned clients, earning trust through proactive communication, insight, and follow‑through.
• Drive portfolio growth: Identify opportunities to expand partnerships through renewals, upsells, and cross‑functional collaboration. Support business development initiatives including RFPs, RFIs, and client presentations.
• Deliver operational excellence: Oversee workflows, project plans, and implementation timelines to ensure seamless delivery. Collaborate cross‑functionally to anticipate needs and remove blockers.
• Champion continuous improvement: Surface insights from partners to inform internal processes and product enhancements, improving client and patient experience.
• Contribute to team culture: Share knowledge, mentor colleagues, and support a collaborative, high‑performing HSP team.

12 – 18 MONTH DELIVERABLES

Within your first 90 days, you will develop a deep understanding of Maple's existing partnerships, workflows, and processes. You will establish credibility and trust with internal and external stakeholders while gaining a clear picture of client needs and expectations. Additionally, you will begin taking ownership of client communication and active projects, ensuring high‑quality delivery and satisfaction.

Over the next 12 to 18 months, you will focus on achieving measurable growth in portfolio revenue and client satisfaction. By driving strategic partnership expansions and implementing process improvements, you will enhance the team's efficiency and the client experience. Additionally, you will work to secure new partnership expansions, contributing to Maple's growth objectives while maintaining strong relationships with existing clients to achieve Net Revenue Retention (NRR) targets.

CANDIDATE PROFILE

• Experience: 5+ years in a client‑facing or client success role within a B2B or institutional client environment. Experience in healthcare or government partnerships is an asset.
• Client relationship expertise: Proven ability to build strong relationships with senior stakeholders and manage complex portfolios.
• Strategic mindset: A proactive, solution‑oriented approach to aligning client goals with Maple's business objectives.
• Project management: Skilled at managing workflows and deliverables using tools like Asana, Salesforce, or similar platforms.
• Communication excellence: Strong written, verbal, and presentation skills with a clear, confident, and empathetic style.
• Growth orientation: Comfortable identifying and executing on partnership expansion opportunities.
• Technical Proficiency: Familiar with CRMs (Salesforce preferred) and confident adopting new tools and systems.

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

OTHER

• Job type: Full‑time
• Hiring manager: Abbey Sanford, Manager, Client Success | Health System Partnerships
• Location: Hybrid (225 Richmond St W, #201, Toronto, ON M5V 1W2) or remote, if based outside the GTA.
• Start date: Jan 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.