Client Success Manager

Summary

Join Maple's dynamic B2B Client Success team as a Client Success Manager and support the success of clients in our Embedded Partnerships portfolio. You will oversee the entire client journey, from implementation and onboarding to ongoing account management, including contract renewals and expansions. Build lasting relationships and ensure clients receive exceptional support. Lead key initiatives like complex implementation projects and user engagement strategies. Success requires advanced relationship-building capabilities and client-facing experience, coupled with a passion for results. You will be proactive, resilient, and adaptable, working collaboratively in a cross-functional environment. This role offers the opportunity to impact the future of healthcare by empowering organizations to deliver a better healthcare experience.

Requirements

• Hold a Bachelor’s degree in Business, Marketing, Communications, or a related field
• Have 4+ years of experience in client success or other client-facing roles, preferably in a B2B environment
• Possess exceptional communication and interpersonal skills, confidently presenting solutions to stakeholders at all levels and building trust as an advisor
• Be a collaborative team player with a proven track record of success and thrive in cross-functional environments
• Be resilient and results-driven, excelling at overcoming challenges, exceeding KPIs, and using CRM tools like Salesforce to analyze client data, track metrics, and identify trends
• Have an agile and proactive approach, anticipating risks and implementing effective strategies to mitigate them
• Be client-focused and strategic, ensuring outstanding service and long-term success for clients while driving organizational growth

Responsibilities

• Oversee the entire client journey — from implementation and onboarding to ongoing account management, including contract renewals and expansions
• Build lasting, trust-based relationships and ensure clients receive exceptional support
• Lead key initiatives like complex implementation projects, user engagement strategies, and strategic account reviews
• Identify upsell opportunities to drive program success and client satisfaction
• Within the first 90 days, gain a thorough understanding of Maple’s business model, target market, industry landscape, and product portfolio
• Build relationships with your immediate team and cross-functional partners to understand their roles in supporting the Client Success function
• Begin delivering results by identifying quick wins and implementing solutions to enhance client satisfaction and program performance
• Deepen your knowledge of Maple’s business model while driving client adoption of our products and services
• Manage your client portfolio with confidence, identifying upsell and cross-sell opportunities, and consistently meeting performance metrics
• Lead high-impact projects and client initiatives, ensuring successful implementation and delivery in collaboration with cross-functional teams
• Regularly analyze client data and feedback, identify trends, develop actionable strategies, and enhance the client experience
• Create and present materials that showcase program performance, ensuring clients achieve their goals with Maple

Benefits

• Health and dental benefits, insurance: Through our Group Benefits, you’ll get access to dental benefits, extended healthcare benefits for drugs, vision, paramedical coverage (e.g. massage therapists, dieticians, mental health professionals), counselling, health service navigation, life insurance, critical illness and disability insurance, and more
• Dedicated Health Spending Account (“HSA”): An additional budget available for you to spend on health-related expenses (e.g. eyeglasses, therapy)
• Dedicated Wellness Budget: Spend your budget on activities that support your physical and mental wellness
• Maple Coverage: You’ll get unlimited access to Maple for primary care, and a package of therapy consultations
• Paid Health Days: In addition to paid vacation, you’ll receive 10 Paid Health Days for you to use when you’re suddenly feeling sick and unable to work, whether it’s a physical or mental health condition, to attend healthcare appointments and procedures, or if you need to support a loved one with their healthcare needs
• Pregnancy and Parental Leave: We support parents who are welcoming a child into their life in a variety of ways, including a Supplemental Unemployment Benefit based on eligibility
• Professional Development Budget: We encourage all team members to seek opportunities for growth and learning to support professional development. That’s why your Branch Out Budget (“BOB”) is designed to reimburse you for expenses related to any meaningful professional development opportunities
• 3 weeks vacation