Bilingual Client Success Associate (Channel Partnerships) (French/English)

The role

We’re hiring a Bilingual Client Success Associate to join our Channel Partnerships team. This team manages one of Maple’s largest commercial distribution channels, working with organizations like insurance providers and benefits brokers to provide virtual care to their members.

As a Bilingual Client Success Associate, you own the operational success of your portfolio. You will be the primary contact for these partners, responsible for moving programs from "signed" to "live" and ensuring they stay healthy. In this role, you will master complex workflows, lead bilingual partner meetings, navigate renewals with confidence, and resolve issues with high autonomy. 

This role is ideal for someone who is ready to own relationships, manage complexity, and build a long-term career as a client success professional in an agile, purpose-driven environment.

Your impact

As a Bilingual Client Success Associate, you will:

Be the primary day-to-day contact for a portfolio of channel partners, taking full responsibility for their engagement and responsiveness.

Lead the execution of program launches, ensuring all technical and administrative requirements are met so our partners’ members can access care without friction.

Drive professional business reviews and day-to-day communications in both French and English, serving as a reliable contact for our national and Quebec-based partners.

Own renewals for your portfolio by tracking timelines, preparing clear renewal materials, and coordinating pricing, contracts, and eligibility details — taking a proactive, organized, and client-focused approach.

Manage the critical "behind-the-scenes" mechanics of our partnerships—from complex eligibility management and billing cycles to Salesforce accuracy.

Partner cross-functionally across Operations, Support, and Product teams to fix partner issues before they escalate.

Use data to track partner performance, surfacing risks early and ensuring all reporting is accurate and delivered on time.

Identify gaps in our current workflows and contribute to the playbooks that help the Channel Partnerships team scale.

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 begin managing partner communication independently. You’ll build credibility by staying organized, responsive, and detail-oriented, while learning when to escalate and when to solve issues directly.

Over the next 12 to 18 months, you’ll confidently manage your portfolio end to end. You'll own renewals by building clear renewal narratives, tracking your portfolio's renewal timelines, and navigating the variables that influence 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.

Who you are

3+ years of experience in a client-facing, client success, account management, or operations role, ideally in a B2B, SaaS, or service-based environment.
Are fully bilingual in French and English, with the ability to confidently lead meetings, manage written communication, and build relationships in both languages.
Take ownership of your work — you follow through, stay organized, and manage multiple priorities without things slipping through the cracks.
Are a strong communicator who can build trust with partners and internal stakeholders through clear, professional, and timely communication.
Are comfortable managing both relationships and operations — from leading partner conversations to handling detailed workflows like billing, eligibility, and reporting.
Think proactively and solve problems independently, knowing when to escalate and when to take action.
Are detail-oriented and reliable, with a track record of producing accurate, high-quality work in fast-paced environments.
Are comfortable working with data and systems, including CRMs (e.g., Salesforce) and reporting tools, and are motivated to learn new tools quickly.
Thrive in a collaborative environment, working cross-functionally to solve problems and improve outcomes.
Are motivated by purpose and excited to support partners who are improving access to healthcare for their members.
 
Play to your strengths. Finding the right fit goes both ways — so this section is yours to complete. When you join, you’ll add the unique strengths you bring that aren't captured above.

How we'll support you

We recognize our
people’s health is everything.
That's why we take care of them. 

• Maple for you and your family: Free, 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 specialized 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 5 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
• Location: Hybrid, 225 Richmond Street West, Toronto, ON OR Remote within Canada
• Travel: Occasional travel within Canada to meet with partners on-site is required. These trips are infrequent, and all associated travel costs are covered by Maple.
• Start date: June 2026
• Vacation: 3 weeks
• Pay range: $68,000-$79,000 plus variable pay

Offers can vary depending on skills, experience, and readiness to meet Maple’s expectations for this level. We encourage open conversations about pay. If you have questions about how compensation works at Maple, you’re welcome to ask at any point in the interview process.

We’re committed to the safety and security of our platform. Please note that any offer of employment is subject to a criminal record check (EPIC) and identity verification. Additional checks, including employment or education verification, may be conducted depending on the requirements of the role.

Use of artificial intelligence

At Maple, we do not 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.