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
In support of our high-growth mandate, we’re hiring a Client Success Manager to join our dynamic B2B Client Success team and support the success of clients in our Embedded Partnerships portfolio. Our diverse clients offer Maple’s virtual care services as health and wellness benefits to their end-users, giving you the opportunity to impact the future of healthcare by empowering organizations to deliver a better healthcare experience.
As a Client Success Manager, you’ll oversee the entire client journey — 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. In this role, you’ll lead key initiatives like complex implementation projects, user engagement strategies, and strategic account reviews, while identifying upsell opportunities to drive program success and client satisfaction.
Critical to success in this role will be your advanced relationship-building capabilities and client-facing experience, coupled with your passion for results. You are proactive in your approach to identifying opportunities, developing solutions, and implementing change to deliver results and achieve goals. You demonstrate resilience and adaptability when navigating challenging situations and are open to diverse perspectives and feedback, sharing knowledge and learning from those around you.
12 – 18 MONTH DELIVERABLES
Within the first 90 days, you will gain a thorough understanding of Maple’s business model, target market, industry landscape, and product portfolio. You will build relationships with your immediate team and cross-functional partners to understand their roles in supporting the Client Success function. During this time, you’ll begin delivering results by identifying quick wins and implementing solutions to enhance client satisfaction and program performance.
Over the next 12–18 months, you will deepen your knowledge of Maple’s business model while driving client adoption of our products and services. You will manage your client portfolio with confidence, identifying upsell and cross-sell opportunities, and consistently meeting performance metrics. By leading high-impact projects and client initiatives, you’ll ensure successful implementation and delivery in collaboration with cross-functional teams. Regularly analyzing client data and feedback, you’ll identify trends, develop actionable strategies, and enhance the client experience. You will also create and present materials that showcase program performance, ensuring clients achieve their goals with Maple.
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Maple, a rapidly expanding health tech company based in Toronto, Ontario, is on the lookout for a dedicated Client Success Manager to join our exceptional B2B Client Success team. In this role, you will play a pivotal part in supporting our Embedded Partnerships portfolio, where diverse clients provide our innovative virtual care services as health and wellness benefits to their users. As a Client Success Manager, you'll be the driving force behind the entire client journey— from onboarding to ongoing account management—ensuring that each client receives the top-notch support they deserve. Your responsibilities will include managing complex implementation projects, strategizing user engagement initiatives, and conducting strategic account reviews, all while identifying opportunities for upselling to enhance client satisfaction. You will thrive in this role if you possess exceptional relationship-building skills and have a passion for achieving results. Your proactive approach in seeking out opportunities, developing innovative solutions, and executing effective changes will be instrumental in driving program success. Embracing challenges with resilience and being open to feedback from colleagues will only enhance your impact at Maple. Join us and help reshape the future of healthcare while making a meaningful difference in the lives of Canadians.
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