Bilingual Client Success Manager

Job description

**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 looking for a Client Success Manager, Bilingual (French/English) to own a portfolio of client relationships within either our Channel Partnerships team (insurers, benefits administrators and brokers who bring Maple's care to Maple members through embedded, reseller and referral models) or our Direct Partnerships team (Enterprise and Strategic accounts that partner with Maple directly). In this role, you'll manage complex, multi-stakeholder accounts independently — leading program launches or onboarding, running business reviews, and driving renewals, expansion and retention across your portfolio. You'll lead relationships and communications in both French and English, partner cross-functionally with Sales, Marketing, Product and Support, and work closely with Client Success leadership to grow a book of business that drives real impact. ### Your responsibilities As a Bilingual Client Success Manager, you will: - Lead program launches and onboarding with a client-first mindset, ensuring smooth starts that align with each client's goals. - Build and maintain trust-based relationships across your portfolio, acting as the primary point of contact and strategic advisor — in both French and English. - Develop a deep understanding of each account's goals, business landscape and decision-makers, and tailor resources and strategy accordingly. - Conduct regular business reviews, translating data into actionable insights and strategic recommendations for clients and internal stakeholders. - Identify and drive expansion, upsell and cross-sell opportunities, and manage full renewal cycles — including forecasting and negotiation — in partnership with Sales. - Surface account themes, risks and opportunities to internal leadership along with proposed solutions, and contribute to playbooks and best practices that support team growth. - Partner cross-functionally across Sales, Marketing, Product and Support to ensure a seamless experience for your accounts. ### What success looks like In your first 90 days, you'll complete onboarding and ramp up on Maple's tools and processes, then take full ownership of your portfolio with no disruption to client relationships during handoff. You'll complete an initial touchpoint or business review with each account to build relationships and surface immediate risks or opportunities, and get up to speed on any active renewals, transitions or expansion opportunities in motion. Over your first 12–18 months, you'll own your portfolio's Net Revenue Retention performance in line with your team's target. You'll identify and close upsell and cross-sell opportunities, serve as a senior bilingual resource for your pod, and contribute to playbooks and process improvements that support long-term bilingual client success capacity across the team. ### What you bring - Full bilingual fluency in French and English (spoken and written), with the confidence to lead relationships, meetings and written communication in both languages. - 4-6+ years of client-facing experience in Client Success, Account Management or Sales, managing complex, multi-stakeholder accounts — such as multi-program channel partnerships or Enterprise-tier direct accounts — with a track record of retaining and growing a portfolio and meeting or exceeding NRR targets. - Comfort operating independently, including on long, non-standard renewal or transition cycles, with limited guidance. - Strong data fluency, with the ability to translate performance data into insights and recommendations for internal and client-facing audiences. - Experience leading cross-functional initiatives and partnering with senior stakeholders to align on account strategy. - Excellent relationship management, presentation and communication skills across all stakeholder levels, in both French and English. - A strategic, results-driven mindset — comfortable operating in ambiguity, with a strong sense of ownership and urgency. **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 recognise 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 specialised 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 five days per year. - **Group retirement savings plan:** We're here for the long haul. Invest in your future with our group retirement plan. - **Job type:** Existing vacancy, full-time - **Hiring manager:** Manager, Client Success - **Location:** Remote within Canada, or Hybrid for Toronto/GTA-based candidates - **Start date:** November/December 2026 - **Vacation:** 3 weeks - **Pay range:** $88,000 - $100,000 + 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. 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 role's requirements. **Use of artificial intelligence** We don't 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.