Client Success Manager (Direct Partnerships)
About The Position
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. 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. We’re hiring a Client Success Manager to join our Direct Partnerships team, supporting Maple’s B2B programs where organizations offer Maple as a healthcare benefit to their employees or members. In this role, you will manage and grow a portfolio of strategic client partnerships, serving as the primary point of contact and trusted advisor for your accounts. You’ll be responsible for ensuring strong client outcomes, driving retention and expansion, and delivering a high-quality experience across the full partnership lifecycle. You’ll work closely with the Manager, Direct Partnerships, and cross-functional teams including Sales, Product, and Marketing to align client needs with Maple’s offerings. This role is well suited for someone who combines strong relationship management with a results-oriented mindset and is motivated by both client impact and revenue growth.
Requirements
- 5+ years of experience in a client success, account management, or client-facing role, with responsibility for managing long-term client relationships.
- Experience managing Enterprise or complex client accounts with multiple stakeholders.
- Demonstrated ability to drive retention and revenue growth through upselling, cross-selling, or expansion initiatives.
- Strong project management and organizational skills, with experience leading cross-functional initiatives.
- Comfortable using data to track performance, identify trends, and inform decisions.
- Excellent communication and presentation skills, with the ability to engage senior stakeholders.
- Ability to manage multiple priorities independently in a fast-paced environment.
- Strong problem-solving skills and a sense of ownership in delivering outcomes.
Nice To Haves
- Experience in SaaS, healthcare, digital health, or client-centric technology environments is considered an asset.
- Experience with CRM tools (Salesforce preferred) and data tools (e.g., Looker) is an asset.
Responsibilities
- Build and manage strong, trusted relationships with Enterprise clients.
- Serve as the strategic advisor for your portfolio, ensuring alignment between client needs and Maple’s solutions.
- Lead regular client meetings and business reviews to demonstrate value, address challenges, and identify growth opportunities.
- Own portfolio performance, including client satisfaction, retention, and achievement of key KPIs.
- Proactively manage escalations and resolve issues with urgency and sound judgment.
- Identify and close upsell and cross-sell opportunities to drive revenue growth within your portfolio.
- Develop and execute account plans that maximize long-term client value.
- Lead onboarding and program implementation for new and existing clients, ensuring a smooth and well-structured launch experience.
- Coordinate timelines, resources, and communications across internal and external stakeholders during implementation.
- Identify opportunities to improve processes, workflows, and client experience.
- Share client insights and feedback to inform product and service improvements.
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: An annual budget for professional development, wellness expenses, or retirement savings.
- 10 dedicated Health Days.
- Destination Days: Flexibility to work internationally in eligible countries for up to 5 days per year.
- Group Retirement Savings Plan.
- Vacation: 3 weeks
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
