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Maple (getmaple.ca) is a Canadian virtual healthcare company focused on making medical care easier to access through smartphones and computers. Its platform connects individuals and families with licensed doctors and nurse practitioners, offering services such as online prescriptions, sick notes, lab work, pediatric care, and specialist consultations without a referral. Maple provides round-the-clock access to care and supports proactive health management across areas including mental health, dermatology, and endocrinology. The company’s work centers on improving the healthcare experience through convenient digital services and flexible membership options.
Senior Bilingual Client Success Manager – Hybrid Canada
Lead client onboarding, renewals, retention, and account growth for Maple’s healthcare partnerships. Build trusted relationships with stakeholders in French and English while using data to guide strategic account decisions.
Description
- Manage a portfolio of clients across Channel Partnerships or Direct Partnerships
- Oversee program launches and client onboarding
- Act as the primary bilingual contact and strategic advisor for clients in French and English
- Assess account objectives, business contexts, and decision-makers to tailor resources and strategy
- Run business reviews and turn performance data into practical recommendations
- Develop expansion, upsell, and cross-sell opportunities
- Lead renewal cycles, including forecasting and negotiations, alongside Sales
- Report account trends, risks, and growth opportunities to leadership with recommended actions
- Help develop account playbooks and operational best practices
- Coordinate with Sales, Marketing, Product, and Support to deliver a consistent client experience
- Take ownership of portfolio Net Revenue Retention results
- Provide senior bilingual expertise and support continuous process improvement
Requirements
- Professional fluency in spoken and written French and English
- At least 4–6 years of client-facing experience in Client Success, Account Management, or Sales
- Background managing complex accounts with multiple stakeholders
- Demonstrated success retaining and expanding portfolios while meeting or exceeding Net Revenue Retention targets
- Ability to independently manage lengthy, non-standard renewal or transition cycles with limited direction
- Strong data skills and the ability to convert performance metrics into insights and recommendations
- Experience leading cross-functional initiatives and collaborating with senior stakeholders
- Excellent relationship-building, presentation, and communication abilities in both French and English
- Strategic, results-oriented approach with strong ownership and urgency
- Employment is conditional on an EPIC criminal record check and identity verification; further employment or education checks may apply based on the role
Benefits
- Round-the-clock access to general practitioners, pediatric care, and mental health therapy for you and your family
- Medical, dental, and life insurance coverage
- Health spending account
- Annual flexible benefits budget for professional development, wellness costs, or a one-time retirement savings contribution
- Ten dedicated health days for rest, medical appointments, or caregiving
- Option to work internationally from eligible countries for up to five days annually
- Group retirement savings plan
- Three weeks of vacation
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