Bilingual Client Success Coordinator (Channel Partnerships)

Build better healthcare together Maple's purpose is to meet the world's healthcare needs. We're Canada's leading on-demand healthcare platform, connecting patients with Canadian-licensed doctors, nurse practitioners and specialists. Today, we're proud that over 8 million patients and 7,000 businesses and government partners have access to same-day, proactive and ongoing care. We enable people to take control of their health and push the boundaries of what's possible every day. Bold minds. Big impact. A career at Maple is about making an impact. We empower bold thinking, surround you with an inspiring team and are driven by a motivating purpose. Here, you'll do work that changes lives—including your own. The role We're looking for a Bilingual Client Success Coordinator to join our Channel Partnerships team and support in delivering a great experience for our growing network of B2B clients and partner organizations across Canada. In this role, you'll be a key part of the day-to-day support that keeps our partnerships running smoothly. You'll manage incoming partner inquiries, coordinate onboarding for new groups, prepare recurring reports, and help troubleshoot issues as they come up. You'll work closely with Client Success Associates, Client Success Managers, and Key Account Managers to make sure our partners receive timely, accurate, and thoughtful support in both English and French. You'll have the opportunity to take ownership of day-to-day partner needs, work through challenges, and make a real difference in the experience we deliver. We're looking for someone who's dependable, curious, and comfortable taking initiative. Your responsibilities As a Client Success Coordinator, you will:

Coordinate day-to-day account operations, responding to incoming questions and requests in English and French while ensuring timely, accurate follow-up

Support onboarding for new small business clients and partner groups, including communications, eligibility updates, and related administrative tasks

Prepare and distribute monthly reports for plan sponsors, brokers and partner account managers, ensuring information is accurate, complete, and delivered on schedule

Troubleshoot partner inquiries and operational issues, working with internal teams to find solutions and escalating more complex matters when needed

Maintain accurate partner information, documentation, and task tracking across internal systems, including Salesforce, Missive, Confluence, and Asana

Assist with partner webinars, educational sessions, and other communications as needed

Identify recurring issues and opportunities to improve workflows, using automation and AI-enabled processes to complete recurring work and improve consistency

What success looks like In your first 90 days, you'll develop a strong understanding of Maple's Channel Partnerships team, our partners, and the systems that support our day-to-day work. You'll become comfortable navigating partner inboxes, onboarding processes, eligibility updates, and recurring reporting, gradually taking ownership of routine requests. You'll build relationships with your teammates and internal stakeholders, develop confidence troubleshooting common issues, and learn when to escalate more complex situations. Over your first 12–18 months, you'll independently support assigned partner inboxes and recurring workflows, consistently meeting service expectations and delivering accurate work on time. You'll understand our partners' different needs, confidently resolve day-to-day issues, and become someone the team can rely on for operational support. You'll also help identify and implement improvements that make our processes more efficient, giving our Account Managers more time to focus on partner relationships, renewals, and growth. What you bring

1+ years of experience in a client-facing role or similar, ideally in a B2B setting such as account coordination, client services or operations.

Bilingual  in English and French, with the ability to communicate clearly and professionally, both verbally and in writing

Strong customer service instincts and a genuine interest in helping people solve problems

An organized, detail-oriented approach to handling multiple priorities, timelines and follow-ups.

A dependable and collaborative working style—you ask questions, take feedback and follow through on commitments

An AI-savvy, curious mindset—you’re comfortable learning new tools, excited to explore how AI can improve the way work gets done and interested in helping create repeatable processes

A collaborative mindset and a willingness to jump in and support teammates when needed

Play to your strengths. Finding the right fit goes both ways—so this section is yours to complete. When you join, you'll add the unique strengths you bring that aren't captured above. How we'll support you We recognise our people's health is everything. That's why we take care of them.

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

Comprehensive health coverage: Medical, dental and life insurance because your peace of mind—and your loved ones—matter most

Health spending account: Extra funds to cover the essentials that make a difference, from new glasses to specialised therapy

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

Health days: Life happens. We provide 10 dedicated days for rest, medical appointments or caregiving, so you can show up at your best

Destination days: Work from anywhere. Enjoy the flexibility to work internationally in eligible countries for up to ten days per year

Group retirement savings plan: We're here for the long haul. Invest in your future with our group retirement plan

The details

Job type: New role, full-time

Hiring manager: Senior Manager, Client Success | Channel Partnerships

Location: Remote within Canada OR Hybrid from our Toronto office

Start date: December 2026

Vacation: 3 weeks

Pay range: $60,000 - $68,000

Offers can vary depending on skills, experience and readiness to meet Maple's expectations for this level. We encourage open conversations about pay. If you have questions about how compensation works at Maple, you're welcome to ask at any point in the interview process. We're committed to the safety and security of our platform. Please note that any offer of employment is subject to a criminal record check (EPIC) and identity verification. Additional checks, including employment or education verification, may be conducted depending on the role's requirements. Use of artificial intelligence We don't currently use artificial intelligence (AI) or automated tools to screen, assess or select candidates. Every application is thoughtfully reviewed by our Talent Acquisition team or hiring managers.