Manager, Client Success (Bilingual, French/English)

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 As the Manager, Client Success on our Channel Partnerships team, you'll help lead the team behind one of Maple's biggest growth engines—the channel partnerships that bring our care to millions of people across Canada through some of the country's leading insurers and benefits administrators. Reporting to the Senior Manager, Channel Partnerships, you'll lead and develop a team of individual contributors, coaching them into confident, flexible advisors who can navigate complex partner scenarios and high-stakes renewals with sharp judgment. You'll own team performance against revenue, retention and partner experience targets, lead strategic partner engagements, and partner cross-functionally with Commercial Team, Marketing, Data, Finance and Operations to drive growth across English and French markets. ### Your responsibilities *As the Manager, Client Success, you will:* - Drive the success of one of Maple's primary revenue segments, balancing revenue growth and margin with long-term partner success and satisfaction - Lead and develop a team of individual contributors through coaching, feedback and high accountability, building their confidence to handle complex partner scenarios with minimal guidance - Coach in the moment by shadowing partner calls, sitting in on key meetings and running real-time coaching to raise the bar on how the team shows up, especially through complex, non-standard renewal cycles - Represent Maple in strategic partner engagements and high-stakes escalations in both English and French, supported by leadership where needed, and keep alignment strong with operational stakeholders across the portfolio - Execute and improve the workflows that shape your team's day-to-day—solving for partner experience, operational performance and revenue impact - Bring the voice of the partner and patient into the business, pairing feedback with deep segment and industry knowledge to inform forward-looking team decisions and Commercial Team strategy - Support Client Success leadership on cross-functional work with Marketing, Data, Finance and Operations—bringing your team's insights into the conversation and translating decisions back to the team. ### What success looks like **In your first 90 days,** you'll get to know your team, your portfolio and the people behind both. You'll meet your team and cross-functional partners across the Commercial Team, Marketing, Finance, Data and Operations, shadow partner calls and renewal conversations, and build a working understanding of Maple's business model and the channel partnerships portfolio. By the end of this stretch, you'll have a clear read on team strengths, KPIs and early risks—and you'll be ready to take full ownership of day-to-day leadership, in-the-moment coaching and strategic partner conversations. **Over your first 12 to 18 months,** you'll have grown your team into confident, flexible client advisors who can hold their own in complex renewal cycles and high-stakes partner moments. You'll contribute meaningfully to NRR, NPS, and engagement outcomes, serve as a trusted escalation point for the most complex partner issues, and partner cross-functionally to sharpen how the team works. By the end of year one, you're a confident, trusted leader within the business—shaping team culture, contributing to Maple's longer-term Client Success strategy and helping the portfolio grow. ### What you'll bring - 5+ years of enterprise account management experience, with a track record of meeting or exceeding revenue targets - 2+ years of people leadership experience on a Sales or Client Success team—with a real track record of coaching and developing early-career talent into confident, independent operators - Experience navigating long, complex client cycles and non-standard renewals—you know how to move strategically when there's no playbook to lean on - Proven ability to lead cross-functional initiatives end-to-end, especially alongside data and operations teams - Professional fluency in both French and English, with the confidence to lead strategic partner conversations, coaching and escalations in either language - High comfort with ambiguity and shifting priorities—you're hands-on, you bring structure where it's missing and you're energised by building - Alignment with Maple's values, and the ability to live and model them for your team Nice to have: - Experience in SaaS, health benefits, digital health, healthcare, insurance or other client-centric tech environments. Industry is less important than the leadership and coaching pattern you bring. - Hands-on experience with Salesforce, Looker or similar tools. **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:** New role, full-time - **Hiring manager:** Senior Manager, Client Success - **Location:** Remote within Canada or Hybrid for Toronto-based candidates - **Start date:** August 2026 - **Vacation:** 4 weeks - **Pay range:** $105,000 - $120,000 + 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.