Manager, Client Success – Bilingual, French/English

This is a fully remote position, open to applicants in Canada.

📋 Description

• Propel the success of one of Maple's key revenue streams, ensuring a balance between revenue growth and margin while prioritizing long-term partner satisfaction and success.

• Lead and nurture a team of individual contributors through effective coaching, constructive feedback, and a strong accountability framework, fostering their confidence to manage complex partner scenarios with minimal oversight.

• Provide real-time coaching by shadowing partner calls, participating in critical meetings, and delivering immediate feedback to enhance the team's performance, particularly during intricate, non-standard renewal processes.

• Act as Maple's representative in strategic partner engagements and high-stakes escalations in both English and French, with leadership support as required, while maintaining strong alignment with operational stakeholders across the portfolio.

• Implement and refine the workflows that define your team's daily operations—addressing partner experience, operational performance, and revenue impact.

• Incorporate the perspectives of partners and patients into the business, combining their feedback with in-depth segment and industry insights to guide forward-thinking team decisions and Business Development strategies.

• Collaborate with Client Success leadership on cross-functional initiatives involving Marketing, Data, Finance, and Operations—sharing your team's insights in discussions and effectively communicating decisions back to them.

⛳️ Requirements

• A minimum of 5 years of experience in enterprise account management, consistently meeting or exceeding revenue targets.

• At least 2 years of experience in people leadership within a Sales or Client Success team, demonstrating a proven ability to coach and develop early-career talent into confident, independent professionals.

• Experience managing long, complex client cycles and non-standard renewals—demonstrating strategic movement even without a predefined playbook.

• Established capability to lead cross-functional initiatives from start to finish, particularly in collaboration with data and operations teams.

• Professional fluency in both French and English, coupled with the confidence to lead strategic partner discussions, coaching, and escalations in either language.

• High comfort level with ambiguity and changing priorities—proactive in providing structure where it's lacking and energized by building processes.

• Alignment with Maple's values and the capacity to embody and exemplify these principles for your team.

• Nice to have: Experience in SaaS, health benefits, digital health, healthcare, insurance, or other client-focused tech environments. Industry experience is secondary to your leadership and coaching abilities.

• Nice to have: Practical experience with Salesforce, Looker, or similar tools.

🏝️ Benefits

• Maple for you and your family: 24/7 access to general practitioners, pediatrics, and mental health therapy for you and your family. Care begins on day one.

• Comprehensive health coverage: Medical, dental, and life insurance because your peace of mind—and that of your loved ones—are paramount.

• Health spending account: Additional funds to cover essential needs, from new glasses to specialized therapy.

• Flex benefits: An annual budget tailored for your growth and well-being. Use it for professional development, wellness expenses, or a one-time boost to your retirement savings. You decide what matters most.

• Health days: Life happens. We offer 10 dedicated days for rest, medical appointments, or caregiving, ensuring you can perform at your best.

• Destination days: Work from anywhere. Enjoy the flexibility to work internationally in eligible countries for up to five days each year.

• Group retirement savings plan: We’re committed for the long term. Invest in your future with our group retirement plan.