Job Description

ABOUT MAPLE

Founded in 2015, Maple is a fast-growing health tech company with a vision to power the future of healthcare by building a connected and superior experience for patients, doctors, nurse practitioners and other types of health providers.

We offer virtual care services across multiple distribution channels, including Direct-to-Consumer ("B2C"), Employers and Private Insurers ("B2B") and Public Sector Institutions ("B2I"). With a growing network of 2,000+ healthcare providers and nearly 4 million Canadians with access to our services, Maple is one of Canada’s fastest-growing virtual care companies.

We have established an entrepreneurial culture centered around our purpose to support people’s health and well-being and to strengthen the healthcare system. We attribute our success to our team, who has helped us achieve numerous noteworthy awards including: LinkedIn's Top 10 Startups, Deloitte Canada’s Technology Fast 50, Globe & Mail's Top Growing Companies in Canada, North America’s Inspiring Workplaces, and Glory Professional’s The Power 50: Canada’s Most Impactful Companies.

THE POSITION

We’re hiring a Bilingual Client Success Associate to join our Channel Partnerships team. This team 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 own the operational success of your portfolio. You are the primary contact for these partners, responsible for moving programs from "signed" to "live" and ensuring they stay healthy. In this role, you will master complex workflows, lead bilingual partner meetings, navigate renewals with confidence, and resolve issues with high autonomy.

This role is ideal for someone who is ready to own relationships, manage complexity, and build a long-term career as a client success professional in an agile, purpose-driven environment.

YOUR IMPACT

• 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.

WHAT SUCCESS LOOKS LIKE

In your first 90 days, you’ll build a strong understanding of Maple’s channel programs, tools, and workflows. You’ll take ownership of your assigned portfolio, support active program launches, and begin managing partner communication independently. You’ll build credibility by staying organized, responsive, and detail-oriented, while learning when to escalate and when to solve issues directly.

Over the next 12 to 18 months, you’ll confidently manage your portfolio end to end. You'll own renewals by building clear renewal narratives, tracking your portfolio's renewal timelines, and navigating the variables that influence contract outcomes, contribute to partner expansions, and proactively surface insights that improve program delivery. You’ll recognize patterns across your accounts, help strengthen recurring workflows, and play an active role in supporting the growth and stability of Maple’s channel partners.

CANDIDATE PROFILE

You’ll be a strong fit if you:

• 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.

Not checking every box? Please apply anyway. We understand that candidates have different experiences that may make them a fantastic fit for this position, and for Maple. We value equity, diversity, and inclusion, and we’re committed to providing fair and equal opportunities to all applicants. We also want to provide an accessible interview process, so if there’s any accommodations that would make your experience more comfortable, please let us know.

OUR CORE VALUES

• We are a team: We’re team Maple. We’re better together. We support each other, face challenges collectively, and are united in a belief that we can make a positive difference in healthcare, as one.
• We can do big things: We’re bold. We know that if we push the boundaries, and inspire each other to dream bigger and think differently, we will realize our incredibly ambitious goals.
• We celebrate wins and own mistakes: We empower each other to own our contributions. We celebrate and learn from our achievements, and we recognize and learn from our mistakes.
• We get better every day: We never settle. We’re always learning and improving, always seeking feedback, and we tackle challenges with a belief that better is always possible—in ourselves, our processes, our products and our services.
• We’re all the way in: We’re fully committed. We strive for excellence, are driven by our purpose, and we act with urgency to fulfill it every day.

WORKING AT MAPLE

We want you to love working at Maple—feeling challenged, supported, and cared for. Just as we strive to grow and improve, we encourage you to embrace the same mindset as you work toward your personal best. Together, we can learn, develop, and power the future of healthcare. At Maple, your success is our success.

We care about your health and well-being. Here’s how we’ve got you covered:

• 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.

The pay range for this role is $68,000 - $79,000, plus 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.

OTHER

• Job type: New role, full-time
• Hiring manager: Team Lead, Client Success | Channel Partnerships
• Location: Hybrid, 225 Richmond St W #201, Toronto, ON M5V 1W2 OR fully remote within Canada for candidates not based in Toronto
• Travel: Occasional travel within Canada to meet with partners on-site is required. These trips are infrequent, and all associated travel costs are covered by Maple.
• Start date: June 2026
• Vacation: 3 weeks

Please note that any offer of employment may be subject to verification of employment and education background checks, including a criminal record check.

USE OF ARTIFICIAL INTELLIGENCE

At Maple, we do not 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.