Client Success Coordinator (Health System Partnerships)

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 Coordinator to help keep Maple's Health System Partnerships (HSP) team running smoothly as we expand our work with provincial health systems and government partners across Canada. In this role, you'll be the operational support for the HSP team — coordinating partner meetings, running recurring program administration, and connecting partner needs with our Provider Network Operations team so nothing slips. You'll work closely with Client Success Associates and Client Success Managers as well as partner across teams, so partner context, policy nuances, questions, and escalations move quickly and cleanly between groups. You'll also help build the templates, playbooks and shared resources that make the whole team more effective as our HSP portfolio scales. ### Your responsibilities As a Client Success Coordinator, you will: - Coordinate partner meetings end-to-end — support agenda and meeting preparation, actively participate, capture and track action items, and follow up until they're closed - Own recurring partner reporting workflows, including preparing reports from automated and manual sources and surfacing relevant insights to the HSP team - Process and review manual partner eligibility files on the required cadence and support the resolution of eligibility issues - Serve as the primary connector between HSP and Provider Network Operations on provider-related matters and triaging provider-related partner questions to the right internal team - Maintain accurate partner information our CRM (Salesforce) and keep partner-specific program documentation current so partner-facing teams can operate consistently - Maintain shared HSP documentation, templates, playbooks and SOPs, and support onboarding of new HSP team members by coordinating the operational components of onboarding - Provide day-to-day partner support by troubleshooting and coordinating escalated issues, including eligibility support for Maple's Customer Support Team and partner-raised questions - Collect, organize and share partner and patient feedback with the HSP team so themes can be actioned by the right owner - Support HSP Client Success Associates and Client Success Managers on process-improvement initiatives that reduce administrative burden and create capacity across the broader team ### What success looks like **In your first 90 days,** you'll build a strong foundation in Maple's tools, systems and each of the HSP team's partner programs. You'll establish working relationships with the Provider Network Operations team and get fluent in how HSP and Provider Network Operations collaborate day-to-day, including the escalation model. You'll take ownership of core partner and meeting support workflows, and start actively contributing to partner meetings — preparing agendas, participating, and tracking action items through to close. **Over your first 12–18 months,** you'll become a subject-matter expert on how HSP and Provider Network Operations work together, making sure partner-specific nuances are consistently represented. You'll deliver at least one meaningful team enablement improvement — a streamlined admin process, template or playbook — that reduces operational burden across the HSP team, and you'll provide the reliable coordination and administrative support Client Success Associates and Client Success Managers need as the portfolio grows across existing and new partnerships. ### What you bring - At least one year of experience in a client-facing role — for example, client success, account coordination, customer support or account management - An undergraduate degree in business, health administration, public health, communications or a related field, or equivalent professional experience - Strong written and verbal communication skills — you're clear, concise and professional in every partner-facing interaction, comfortable representing Maple in meetings with government and health system partners, and able to adapt your tone for different audiences - Active listening and timely follow-through — you catch what matters in a conversation and close the loop through well-organized written work (email, meeting notes, reports) - A proactive, highly organized way of working — you own your day, stay on top of the details and move things forward without needing to be chased - A strong eye for detail across documents, data and processes - Comfort collaborating across teams to keep context, questions and escalations flowing cleanly between groups - A technology self-starter who picks up new platforms quickly — including AI tools — and helps others adopt them - Confidence working in Google Workspace (Docs, Sheets and Slides) Bonus points if you: - Are bilingual (English and French) - Have an interest in public health or prior experience in healthcare - Are comfortable with CRMs, ideally Salesforce - Have used project management tools like Asana - Have an interest or background in process documentation and operations improvement **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 ### The details - **Job type:** Existing vacancy, full-time - **Hiring manager:**Senior Manager, Client Success | Health System Partnerships - **Location:**Hybrid, 500 King Street West, 2nd Floor, Toronto, ON, M5V 1L9 - **Start date:**October 2026 - **Vacation:** 3 weeks - **Pay range:**$60,000 - $67,000 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.