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About the Role
Maple is Canada's leading on-demand healthcare platform, connecting patients with healthcare professionals. We are seeking a Bilingual Client Success Manager to manage a portfolio of Enterprise and Strategic accounts, ensuring clients receive maximum value from Maple's services.
Responsibilities
- Lead program launches and onboarding with a client-first mindset.
- Build and maintain trust-based relationships across your portfolio, acting as the primary point of contact and strategic advisor in both French and English.
- Develop a deep understanding of each account's goals, business landscape and decision-makers.
- Conduct regular business reviews, translating data into actionable insights and strategic recommendations.
- Identify and drive expansion, upsell and cross-sell opportunities.
- Manage full renewal cycles, including forecasting and negotiation.
- Surface account themes, risks and opportunities to internal leadership with proposed solutions.
- Contribute to playbooks and best practices that support team growth.
- Partner cross-functionally across Sales, Marketing, Product and Support to ensure a seamless experience for accounts.
Requirements
- Full bilingual fluency in French and English (spoken and written).
- 4–6+ years of client-facing experience in Client Success, Account Management or Sales.
- Experience managing complex, multi-stakeholder relationships, ideally with Enterprise or Strategic clients.
- Proven track record of retaining and growing a portfolio and meeting or exceeding NRR targets.
- Comfort operating independently with limited guidance.
- Strong data fluency, with the ability to translate performance data into insights and recommendations.
- Experience leading cross-functional initiatives and partnering with senior stakeholders.
- Excellent relationship management, presentation and communication skills across all stakeholder levels, in both French and English.
- A strategic, results-driven mindset, comfortable operating in ambiguity.
- Completion of onboarding and ramp-up on Maple's tools and processes within the first 90 days.
- Completion of an initial touchpoint or business review with each account within the first 90 days.
- Ownership of portfolio's Net Revenue Retention performance in line with team targets within 12–18 months.
- Serve as a senior bilingual resource for your pod.
- Contribute to playbooks and process improvements.
- Subject to a criminal record check (EPIC) and identity verification.
- Additional checks may be conducted depending on the role's requirements.
Skills
- Client Success
- Account Management
- Sales
- Relationship Management
- Presentation Skills
- Communication Skills
- Data Analysis
- Strategic Planning
- Negotiation
- Forecasting
Location
- Remote within Canada
- Hybrid for Toronto/GTA-based candidates
Work Type
- Full-time
Experience Level
- 4-6+ years
Salary/Compensations
- $88,000 - $100,000 + variable pay
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 for professional development, wellness expenses or retirement savings
- 10 Health days for rest, medical appointments or caregiving
- Destination days: Work from eligible countries internationally for up to five days per year
- Group retirement savings plan
- 3 weeks vacation
About the Company
- Maple is Canada's leading on-demand healthcare platform.
- We connect patients with Canadian-licensed doctors, nurse practitioners and specialists.
- 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.
- 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.