Client Success Manager (Direct Partnerships)

Maple • Toronto, ON

44d • $77,000 - $90,000 • Hybrid

About The Position

We’re hiring a Client Success Manager to join our Direct Partnerships team, which supports 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 clients, including Enterprise-level accounts.
• Serve as the primary point of contact and strategic advisor, 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

• 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, pediatrics, and therapy consultations.
• Flex benefits budget: An annual flex 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.

What This Job Offers

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