Bilingual Client Success Manager (Direct Partnerships)

Canada·TorontoFull-Time Employeemid

Customer Success ManagerCustomer

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Quick Summary

Overview

Build better healthcare together Maple's purpose is to meet the world's healthcare needs. We're Canada's leading on-demand healthcare platform, connecting patients with Canadian-licensed doctors,

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Customer Success ManagerCustomer

Maple's purpose is to meet the world's healthcare needs. We're Canada's leading on-demand healthcare platform, connecting patients with Canadian-licensed doctors, nurse practitioners and specialists. Today, we're proud that 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 and push the boundaries of what's possible every day.

Bold minds. Big impact. 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. Here, you'll do work that changes lives—including your own.

We're hiring a Bilingual Client Success Manager (French/English) to join our Direct Partnerships team, managing a portfolio of Enterprise and Strategic accounts that offer Maple as a healthcare benefit to their employees or members.

In this role, you'll manage complex, multi-stakeholder accounts independently — leading program launches or onboarding, running business reviews, and driving renewals, expansion and retention across your portfolio. You'll lead relationships and communications in both French and English, partner cross-functionally with Sales, Marketing, Product and Support, and work closely with Client Success leadership to grow a book of business that drives real impact.

As a Bilingual Client Success Manager, you will:

Lead program launches and onboarding with a client-first mindset, ensuring smooth starts that align with each client's goals.

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, and tailor resources and strategy accordingly.

Conduct regular business reviews, translating data into actionable insights and strategic recommendations for clients and internal stakeholders.

Identify and drive expansion, upsell and cross-sell opportunities, and manage full renewal cycles — including forecasting and negotiation — in partnership with Sales.

Surface account themes, risks and opportunities to internal leadership along with proposed solutions, and 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 your accounts.

Requirements

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We don't 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.