Maple

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 Manager, Client Success, to lead a team of high-performing Client Success Associates responsible for supporting and growing our Employer Programs segment. Employer Programs is one of four distinct segments within our broader Client Success team. In this newly created position, you will collaborate closely with three peer managers across our Reseller, Health System Partnerships, and Embedded Partnerships and report to the Director of Client Success.

Our Employer Programs segment provides virtual care services as health and wellness benefits for employees and organizations. With 300+ corporate clients and partners, including some of Canada’s largest brands, this is a unique opportunity to make a significant impact on the future of healthcare delivery.

As the Manager, Client Success, you will be accountable for the success of our B2B Employer Programs segment. In alignment with our commitment to sustained growth and client satisfaction, your North Star metric will be Net Revenue Retention (NRR). Your role will be to uphold and elevate our high standards by prioritizing growth and enhancement initiatives.

Day-to-day, you will support your direct reports in managing their respective portfolios, ensuring they have the resources and guidance needed for success. You will play an active role in conducting meetings with key clients as required, fostering strong relationships and seizing growth opportunities. Additionally, you will collaborate closely with your peer managers to implement processes and initiatives that align with the overarching strategy of the Client Success team.

Critical to success in this role will be your proven leadership capabilities coupled with a passion for results. A growth mindset will allow you to inspire those around you to embrace challenges and seek continuous improvement. Your ability to be adaptable and resourceful will allow you to champion innovative solutions to meet the team’s goals.

12 – 18 MONTH DELIVERABLES

To realize the company’s growth and retention objectives, within the first 90 days, you will undergo a comprehensive onboarding process designed to acquaint you with Maple’s platform, partnerships, and operational procedures. Your initial responsibilities will include reviewing and refining the team’s key performance indicators (KPIs) and initiating the execution of our short-term objectives.

As a key member of the Business Development leadership team, you will forge strong relationships across the department and throughout Maple. While you won’t have direct portfolio management responsibilities, you will familiarize yourself with the team’s current portfolios and actively seek out opportunities to nurture and expand key client relationships.

Over the following 12 to 18 months, you will demonstrate tangible progress in achieving the team’s KPIs. Additionally, you will take proactive steps to identify growth opportunities, streamline processes, and elevate the client experience, all while enhancing team productivity.

CANDIDATE PROFILE

• As a leader who inspires, the ideal candidate has a minimum of 3+ years of people management experience, demonstrating passion and success in developing and empowering high-performing teams.
• The ideal candidate has 3+ years of Client Success or Account Management experience in B2B or corporate environments. 
• The candidate is an exceptional communicator and relationship-builder with strong presentation skills, experienced in delivering high-quality and engaging interactions with clients and internal stakeholders.
• The candidate possesses an analytical mindset with the ability to leverage data for decision-making and strategy execution. The ideal candidate has a proven track record of using CRM data to drive strategic decision-making and enhance client relationships.
• Adaptable and comfortable operating in a fast-paced and evolving environment, the candidate possesses strong problem-solving skills to navigate ambiguity and deliver innovative solutions.
• An understanding of the healthcare industry and/or employer benefit programs is not required but is considered an asset.
• 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
• Passion for Results
• Hire & Retain Top Talent
• Marketplace Mastery
• Communication
• Agility of Thought
• A Leader Who Inspires 
• CULTURE AND ORGANIZATIONAL FIT
• The Maple team is: 
• Passionate: We believe deeply in our company’s purpose and what we’re trying to accomplish as a team. We want all colleagues to feel passionate about improving access to high-quality healthcare through the power of technology, and to make a positive impact with the work we do, where we work, and in the community. 
• Supportive: We’re a diverse community that recognizes and embraces the individual differences of our people. We have fun coming to work and bringing the best out of each other. We value and encourage different and diverse perspectives from all parts of the organization. 
• United: We leave our egos at the door and act with humility. We work collaboratively to overcome obstacles that arise, and we’re united in our purpose and bringing our ambitious goals to life. 
• Creative: We challenge the status quo of what we think is possible with how we approach our work and projects, celebrating bold thinking. We’re focused on our priorities yet remain agile in how we deliver on our goals. 
• WORKING AT MAPLE
• We want you to love working at Maple. We want you to feel challenged and supported, cared for, and driven. Just as we’re driven to grow, to improve, to iterate our products and services, we want you to take the same mindset as you work towards achieving your personal best. We can all learn, we can all develop, and we can all power the future of healthcare. But we can only do it together. At Maple, we are a team first and foremost. Your success is our success.
• In order to support your health and well-being, we offer a comprehensive set of benefits and perks, including:
• 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), counseling, 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. 
• OTHER
• Job type: Full-time 
• Hiring manager: Director, Client Success
• Location: Hybrid, 225 Richmond St W #201, Toronto, ON M5V 1W2
• Start date: April/May 2024
• 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.