Provider Success Manager

ABOUT MAPLE 

Founded in 2015, Maple is a fast-growing health tech company with a vision to power the future of healthcare by building a connected and superior experience for patients, doctors, and other types of health providers. 

We offer virtual care services across multiple distribution channels, including Direct-to-Consumer ("B2C"), Employers and Private Insurers ("B2B") and Public Sector Institutions ("B2I"). With a growing network of 2,000+ healthcare providers and nearly 4 million Canadians with access to our services, Maple is one of Canada’s fastest-growing virtual care companies. 

We have established an entrepreneurial culture centered around our purpose to support people’s health and well-being and to strengthen the healthcare system. We attribute our success to our team, who has helped us achieve numerous noteworthy awards including: LinkedIn's Top 10 Startups, Deloitte Canada’s Technology Fast 50, Globe & Mail's Top Growing Companies in Canada, North America’s Inspiring Workplaces, and Glory Professional’s The Power 50: Canada’s Most Impactful Companies.

THE POSITION

In support of a high-growth mandate, we’re hiring for the position of Provider Success Manager to join our dynamic and highly engaged Provider Network Operations team. 

In this newly created position, you will play a key role in supporting the entire lifecycle of healthcare providers on the Maple platform, from recruitment and onboarding to ongoing relationship management and engagement. This role is focused on building strong, lasting relationships with healthcare providers, including doctors and nurse practitioners, ensuring they are well-supported and fully integrated into the Maple platform. You will be accountable for executing and maintaining provider engagement tactics and initiatives, facilitating onboarding, and driving communication and performance improvements to enhance the provider experience.

CRITICAL TO SUCCESS

You are a natural relationship builder and an exceptional communicator who thrives at presenting ideas clearly to a variety of audiences. You are highly adaptable and comfortable operating in dynamic, fast-paced environments, and you possess strong problem-solving skills. You are digitally savvy, capable of working cross-functionally, and able to implement solutions that align with healthcare provider and business goals. You excel in navigating ambiguity and change, with a strong commitment to delivering timely, high-quality results.

 12 – 18 MONTH DELIVERABLES

In your first 90 days, you will start building relationships with Maple’s healthcare providers, developing a strong understanding of our various provider segments and their needs and preferences. You will support daily operations such as navigating providers through the onboarding process, facilitating live platform demos, and executing provider communications. Additionally, you will drive initiatives to improve various aspects of a provider's end-to-end experience on our platform, including recruitment and onboarding, communications, and overall support, to ensure they feel engaged and valued.

Over the next 12-18 months, you will continue executing on day-to-day operations while making significant strides in optimizing provider engagement in alignment with our strategies. You'll play a key role in evolving Maple’s provider success processes and ensuring they are scalable as the platform grows. Through building robust procedures and fostering strong provider relationships, you will help bring Maple’s provider strategy to life and continuously identify ways to enhance the provider experience on the platform.

CANDIDATE PROFILE

• 3+ years of experience in client-facing roles such as client success, account management, sales, consulting, or project management/operations.
• Proven ability to build strong relationships with external stakeholders, particularly healthcare providers, as well as with internal teams and executive leadership.
• Exceptional written and verbal communication skills, with the ability to present effectively and adapt communication styles to various audiences.
• Self-starter with excellent organizational, project management, and independent problem-solving skills.
• Comfortable in dynamic, fast-paced environments and able to easily navigate ambiguity and change.
• Passion for guiding clients, end-users, or stakeholders throughout their user journey, including onboarding, communication, and troubleshooting, while focusing on achieving impactful results.




Not checking every box? Please apply anyway. We understand that candidates have different experiences that may make them a fantastic fit for this position, and for Maple. We value equity, diversity, and inclusion, and we’re committed to providing fair and equal opportunities to all applicants. We also want to provide an accessible interview process, so if there’s any accommodations that would make your experience more comfortable, please let us know. 

KEY COMPETENCIES

• Customer Focus
• Stakeholder Management
• Exceptional Communicator
• Problem Solver
• Passion for Results
• Digital Literacy




OUR CORE VALUES




We are a team

We’re team Maple. We’re better together. We support each other, face challenges collectively, and are  united in a belief that we can make a positive difference in healthcare, as one.




We can do big things

We’re bold. We know that if we push the boundaries, and inspire each other to dream bigger and think differently, we will realize our incredibly ambitious goals.




We celebrate wins and own mistakes

We empower each other to own our contributions. We celebrate and learn from our achievements, and we recognize and learn from our mistakes.




We get better every day

We never settle. We’re always learning and improving, always seeking feedback, and we tackle challenges with a belief that better is always possible—in ourselves, our processes, our products and our services.




We’re all the way in 

We’re fully committed. We strive for excellence, are driven by our purpose, and we act with urgency to fulfill it every day.




WORKING AT MAPLE




We want you to love working at Maple—feeling challenged, supported, and cared for. Just as we strive to grow and improve, we encourage you to embrace the same mindset as you work toward your personal best. Together, we can learn, develop, and power the future of healthcare. At Maple, your success is our success.




We care about your health and well-being. Here’s how we’ve got you covered:

• Competitive benefits package: health, dental, counselling, and life insurance coverage to care for you and your loved ones.
• Health spending account: extra funds for wellness essentials like eyeglasses, therapy, and more.
• Wellness budget: recharge with activities that fuel your well-being—fitness classes, mindfulness tools, and beyond.
• Maple access: virtual healthcare for you and your family, including general practitioners, pediatrics, and therapy consultations.
• Paid health Days: 10 extra days for when life happens—rest, appointments, or caregiving included.
• Destination5: work internationally in eligible countries for up to 5 days per year. Adventure, uninterrupted.
• Retirement savings plan: invest in your future with our group retirement savings plan.
• Branch out budget: $1,000 annually to pursue professional development and fuel your growth.




OTHER




• Job type: Full-time
• Hiring manager: Manager, Provider Network Operations
• Location: Hybrid preferred, 225 Richmond St W #201, Toronto, ON M5V 1W2
• Start date: April/May 2025
• Vacation: 3 weeks




Please note that any offer of employment may be subject to verification of employment and education background checks, including a criminal record check.