Client Success Associate (Bilingual, French/English)
About The Position
Maple is Canada's leading on-demand healthcare platform, connecting patients with licensed doctors, nurse practitioners, and specialists. The company aims to meet the world's healthcare needs by enabling people to take control of their health. Maple is looking for a Bilingual Client Success Associate (French/English) to support its growing Channel Partnerships business, which works with insurance providers, benefits brokers, and other organizations to offer virtual care to their members. This role will be the primary contact for channel partners, managing programs from initiation to completion, conducting bilingual meetings, coordinating renewals, and ensuring smooth operations. The associate will collaborate with internal teams like Operations, Support, and Product to resolve issues and contribute to improving team playbooks.
Requirements
- 3+ years of experience in a client-facing, client success, account management, or operations role — ideally in a B2B, SaaS, or service-based environment
- Full bilingual fluency in French and English, with the confidence to lead meetings, manage written communication, and build relationships in both languages
- Strong ownership — you follow through, stay organized, and manage multiple priorities without letting things slip
- Clear, professional communication that builds trust with partners and internal stakeholders
- Comfort balancing relationships and operations — from partner conversations to the detailed workflows behind billing, eligibility, and reporting
- A proactive approach to problem-solving — you know when to take action and when to loop in your Team Lead
- Detail-oriented and reliable, with a track record of accurate, high-quality work in fast-paced environments
- Comfort working with data and systems, including CRMs (Salesforce is a plus) and reporting tools, and the motivation to pick up new tools quickly
- A collaborative mindset — you work well cross-functionally to solve problems and improve outcomes
- Motivation from purpose, and genuine care for the partners who are working to improve access to healthcare for their members
Responsibilities
- Act as the primary day-to-day contact for a portfolio of channel partners, keeping communication timely, professional, and responsive
- Support program launches end to end, coordinating the technical and administrative steps so partners' members can access care without friction
- Lead business reviews and everyday communications in both French and English for our national and Quebec-based partners
- Coordinate renewals across your portfolio — tracking timelines, preparing renewal materials, and working with your Team Lead on pricing, contracts, and eligibility details
- Manage the behind-the-scenes mechanics of our partnerships, from eligibility and billing cycles to keeping Salesforce accurate and up to date
- Partner across Operations, Support, and Product to resolve partner issues before they escalate
- Use data to track partner performance — flagging risks early and making sure reporting is accurate and delivered on time
- Spot gaps in existing workflows and help improve the playbooks that keep the Channel Partnerships team running as it grows
Benefits
- 24/7 access to general practitioners, pediatrics and mental health therapy for you and your family
- Comprehensive health coverage: Medical, dental and life insurance
- Health spending account
- Flex benefits: Annual budget for professional development, wellness expenses or retirement savings
- 10 dedicated Health days
- Destination days: Work from anywhere internationally for up to five days per year
- Group retirement savings plan
- 3 weeks vacation
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
