[Hiring] Client Success Associate @Maple

Role Description

As we continue to grow our Channel Partnerships business — one of Maple's largest commercial distribution channels, working with insurance providers, benefits brokers, and other organizations that bring virtual care to their members — we're looking for a Bilingual Client Success Associate (French/English) to own the day-to-day success of a portfolio of channel partners.

In this role, you'll be the primary contact for your partners — moving programs from signed to live, running bilingual partner meetings, coordinating renewals, and keeping the behind-the-scenes mechanics running smoothly. You'll partner across Operations, Support, and Product to solve issues before they escalate, and you'll help build the playbooks that make our Channel Partnerships team stronger as it scales — with your Team Lead close by whenever you need a sounding board.

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.

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 start managing partner communication on your own — leaning on your Team Lead for the trickier calls, and building credibility by staying organized, responsive, and detail-oriented.

Over the next 12 to 18 months, you'll confidently manage your portfolio end to end. You'll coordinate renewals across your accounts — building clear renewal narratives, tracking timelines, and navigating the variables that shape 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.

Qualifications

• 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.

Benefits

• 24/7 access to general practitioners, pediatrics and mental health therapy for you and your family. Care starts on day one.
• Comprehensive health coverage: Medical, dental and life insurance because your peace of mind—and your loved ones—matter most.
• Health spending account: Extra funds to cover the essentials that make a difference, from new glasses to specialised therapy.
• Flex benefits: An annual budget built for your growth and well-being. Use it for professional development, wellness expenses or a one-time boost to your retirement savings. You choose what matters most.
• Health days: Life happens. We provide 10 dedicated days for rest, medical appointments or caregiving, so you can show up at your best.
• Destination days: Work from anywhere. Enjoy the flexibility to work internationally in eligible countries for up to five days per year.
• Group retirement savings plan: We're here for the long haul. Invest in your future with our group retirement plan.

The Details

• Job type: New role, full-time.
• Hiring manager: Team Lead, Client Success | Channel Partnerships.
• Location: Remote within Canada OR Hybrid, 225 Richmond Street West, Toronto, ON.
• Start date: September 2026.
• Vacation: 3 weeks.
• Travel: Occasional travel within Canada to meet partners on-site. Trips are infrequent, and Maple covers all associated travel costs.
• Pay range: $68,000-$79,000 plus variable pay.