Bilingual Client Success Associate (Channel Partnerships) (French/English)

Maple • Toronto, ON

11d • Hybrid

About The Position

Maple is hiring a Bilingual Client Success Associate to join its Channel Partnerships team, which manages one of Maple’s largest commercial distribution channels, working with organizations like insurance providers and benefits brokers to provide virtual care to their members. As a Bilingual Client Success Associate, you will own the operational success of your portfolio, acting as the primary contact for partners. Responsibilities include moving programs from "signed" to "live", ensuring their ongoing health, mastering complex workflows, leading bilingual partner meetings, confidently navigating renewals, and resolving issues with high autonomy. This role is suited for someone ready to own relationships, manage complexity, and build a long-term career as a client success professional in an agile, purpose-driven environment.

Requirements

• Have 3+ years of experience in a client-facing, client success, account management, or operations role, ideally in a B2B, SaaS, or service-based environment.
• Are fully bilingual in French and English, with the ability to confidently lead meetings, manage written communication, and build relationships in both languages.
• Take ownership of your work — you follow through, stay organized, and manage multiple priorities without things slipping through the cracks.
• Are a strong communicator who can build trust with partners and internal stakeholders through clear, professional, and timely communication.
• Are comfortable managing both relationships and operations — from leading partner conversations to handling detailed workflows like billing, eligibility, and reporting.
• Think proactively and solve problems independently, knowing when to escalate and when to take action.
• Are detail-oriented and reliable, with a track record of producing accurate, high-quality work in fast-paced environments.
• Are comfortable working with data and systems, including CRMs (e.g., Salesforce) and reporting tools, and are motivated to learn new tools quickly.
• Thrive in a collaborative environment, working cross-functionally to solve problems and improve outcomes.
• Are motivated by purpose and excited to support partners who are improving access to healthcare for their members.

Responsibilities

• Act as the primary day-to-day contact for a portfolio of channel partners, taking full responsibility for their engagement and responsiveness.
• Lead the execution of program launches, ensuring all technical and administrative requirements are met so our partners’ members can access care without friction.
• Drive professional business reviews and day-to-day communications in both French and English, serving as a reliable contact for our national and Quebec-based partners.
• Own renewals for your portfolio by tracking timelines, preparing clear renewal materials, and coordinating pricing, contracts, and eligibility details — taking a proactive, organized, and client-focused approach.
• Manage the critical "behind-the-scenes" mechanics of our partnerships—from complex eligibility management and billing cycles to Salesforce accuracy.
• Partner cross-functionally across Operations, Support, and Product teams to fix partner issues before they escalate.
• Use data to track partner performance, surfacing risks early and ensuring all reporting is accurate and delivered on time.
• Identify gaps in our current workflows and contribute to the playbooks that help the Channel Partnerships team scale.

Benefits

• 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.
• Maple access: Virtual healthcare for you and your family, including general practitioners, paediatrics, and therapy consultations.
• Flex benefits budget: An annual budget to support your growth and well-being. A portion of this budget is dedicated to learning and development through our Branch Out Budget, with the remaining amount flexible to use toward wellness expenses, additional learning, or a one-time contribution to your GRSP, so you can invest in what matters most to you.
• 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.
• Vacation: 3 weeks

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees