Maple (getmaple.ca)

Client Success Manager – Direct Partnerships

Maple (getmaple.ca)

full-time

Posted on:

Location Type: Hybrid

Location: Toronto • Canada

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Salary

💰 CA$77,000 - CA$90,000 per year

About the role

  • Build and manage strong, trusted relationships with clients, including Enterprise-level accounts.
  • Serve as the primary point of contact and strategic advisor, ensuring alignment between client needs and Maple’s solutions.
  • Lead regular client meetings and business reviews to demonstrate value, address challenges, and identify growth opportunities.
  • Own portfolio performance, including client satisfaction, retention, and achievement of key KPIs.
  • Proactively manage escalations and resolve issues with urgency and sound judgment.
  • Identify and close upsell and cross-sell opportunities to drive revenue growth within your portfolio.
  • Develop and execute account plans that maximize long-term client value.
  • Lead onboarding and program implementation for new and existing clients, ensuring a smooth and well-structured launch experience.
  • Coordinate timelines, resources, and communications across internal and external stakeholders during implementation.
  • Identify opportunities to improve processes, workflows, and client experience.
  • Share client insights and feedback to inform product and service improvements.

Requirements

  • 5+ years of experience in a client success, account management, or client-facing role, with responsibility for managing long-term client relationships.
  • Experience managing Enterprise or complex client accounts with multiple stakeholders.
  • Demonstrated ability to drive retention and revenue growth through upselling, cross-selling, or expansion initiatives.
  • Strong project management and organizational skills, with experience leading cross-functional initiatives.
  • Comfortable using data to track performance, identify trends, and inform decisions.
  • Excellent communication and presentation skills, with the ability to engage senior stakeholders.
  • Ability to manage multiple priorities independently in a fast-paced environment.
  • Strong problem-solving skills and a sense of ownership in delivering outcomes.
  • Experience in SaaS, healthcare, digital health, or client-centric technology environments is considered an asset.
  • Experience with CRM tools (Salesforce preferred) and data tools (e.g., Looker) is an asset.
Benefits
  • 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.
  • Maple access: Virtual healthcare for you and your family, including general practitioners, pediatrics, and therapy consultations.
  • Flex benefits budget: An annual flex budget to support your growth and well-being. A portion of this budget is dedicated to learning and development through our Branch Out Budget, with the remaining amount flexible to use toward wellness expenses, additional learning, or a one-time contribution to your GRSP, so you can invest in what matters most to you.
  • 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.
  • Retirement savings plan: Invest in your future with our group retirement savings plan.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
client successaccount managementupsellingcross-sellingproject managementdata analysisperformance tracking
Soft Skills
relationship managementcommunicationpresentationproblem-solvingorganizationalownershipstrategic advising