Client Success Manager (Direct Partnerships)

📋 Description

• • As a Client Success Manager in the Direct Partnerships team at Maple Corporation, you will serve as the primary point of contact and trusted advisor for strategic B2B clients, ensuring they derive maximum value from Maple’s virtual care offerings as an employee or member benefit. Your role is critical to driving client satisfaction, retention, and expansion by aligning healthcare outcomes with organizational goals, directly contributing to Maple’s mission of strengthening Canada’s healthcare system through accessible, high-quality virtual care.
• • You will manage and grow a portfolio of enterprise-level client partnerships, conducting regular business reviews, identifying expansion opportunities, and developing tailored success plans that align with each client’s workforce health objectives and utilization goals. This includes monitoring key performance indicators such as engagement rates, satisfaction scores, and renewal likelihood, while proactively addressing risks and escalating issues when necessary.
• • Day-to-day responsibilities include onboarding new B2B clients by coordinating with Sales, Product, and Implementation teams to ensure a seamless transition from contract to active service delivery; facilitating training sessions for HR administrators and employee communications; and gathering feedback to inform product improvements and service enhancements.
• • You will act as the voice of the client internally, collaborating closely with Product, Marketing, and Clinical teams to advocate for feature requests, share usage insights, and help shape offerings that better meet the evolving needs of employer and insurer partners.
• • A significant part of your role involves driving retention and expansion by identifying upsell and cross-sell opportunities—such as adding mental health services, chronic condition management, or family coverage—and working with Sales to execute renewal and expansion strategies grounded in data and client outcomes.
• • You will maintain accurate records in CRM systems, prepare executive-level reports for internal stakeholders, and contribute to the continuous improvement of client success processes, playbooks, and best practices within the Direct Partnerships team.
• • Maple fosters an entrepreneurial, purpose-driven culture where innovation and empathy are valued equally. As part of a rapidly growing health tech leader serving nearly 7 million Canadians, you’ll work alongside passionate teams committed to improving access to care and reducing strain on the traditional healthcare system.
• • The Direct Partnerships team operates at the intersection of healthcare, technology, and business strategy, offering a dynamic environment where you’ll gain deep exposure to B2B SaaS models in health tech, stakeholder management across clinical and corporate audiences, and the scalability challenges of serving large, diverse client bases.
• • In this role, you will develop advanced skills in enterprise relationship management, data-driven decision-making, and healthcare benefits strategy—positioning you for growth into senior client leadership, account strategy, or healthcare consulting roles within Maple or the broader health innovation sector.
• • You’ll have the opportunity to make a tangible impact on population health outcomes by helping organizations improve employee well-being, reduce absenteeism, and increase access to timely care—all while contributing to a company recognized for its workplace excellence and social impact.