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

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, nurse practitioners 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

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 are 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

• Act as 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.