Team Lead, Client Success (Reseller Partnerships)

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 in Canada 2020,  #6 in the Globe and Mail's Top Growing Companies in Canada in 2021, #2 in Deloitte Canada’s Technology Fast 50 2021, Bay Street Bull’s The Power 50: Canada’s Most Impactful Companies 2022, and #20 in North America’s Inspiring Workplaces 2023.

THE POSITION

In support of a high-growth mandate, we’re hiring a Team Lead, Client Success to guide and support a team of Client Success Associates and Coordinators within our Reseller Partnerships segment. Reporting to the Manager, Reseller Partnerships, you’ll play a pivotal role in driving success for our reseller partnerships portfolio by fostering strong relationships and ensuring high standards of client satisfaction and growth.

The Reseller Partnerships segment supports a diverse portfolio of partners that help extend the reach of Maple’s virtual care services. These partners include benefits providers, group insurance providers, and other third-party resellers. With a focus on growth and retention, this role is an exciting opportunity to make an impact in shaping the future of virtual healthcare delivery.

As the Team Lead, you will support your team of direct reports in managing their respective portfolios, ensuring they have the tools, resources, and guidance they need to thrive. You’ll also manage your own portfolio of strategic partners, delivering exceptional service and driving satisfaction and retention. Day-to-day, you’ll collaborate closely with the Manager to execute process improvements, elevate client success strategies, and champion innovative solutions that align with the team’s broader goals.

Critical to success in this role will be your ability to balance leadership responsibilities with hands-on portfolio management. You’ll inspire and empower your team while fostering strong relationships with your partners to drive exceptional results.

 12 – 18 MONTH DELIVERABLES

In your first 90 days, you will undergo a comprehensive onboarding program designed to familiarize you with Maple’s platform, clients, and operational procedures. You will take time to understand the Reseller Partnerships portfolio, building strong relationships with your team and key partners. Your initial focus will be on supporting your team in achieving their short-term objectives, aligning their efforts with broader Client Success goals, and refining performance metrics alongside your Manager.

Over the following 12 to 18 months, you will demonstrate measurable progress toward achieving the team’s KPIs, including client satisfaction, retention, and portfolio growth. You will strengthen and expand relationships within your portfolio of strategic partners, identifying and pursuing opportunities for growth. In addition, you will lead initiatives to streamline workflows and enhance the client experience, while fostering a high-performance culture within your team. A key priority will be the ongoing development and empowerment of your team members, ensuring they are equipped to deliver exceptional results.

• You’re a leader who inspires, with at least 1+ years of people management experience. You have a passion for empowering high-performing teams and a track record of helping them succeed.
• You bring 4+ years of experience in Client Success, Account Management, or Partnerships, ideally within B2B environments.
• Strong communication and relationship-building skills come naturally to you. You’re confident presenting to clients and internal stakeholders and know how to deliver engaging high-quality interactions.
• You have an analytical mindset and are comfortable using data to inform decisions and drive strategies. Your experience with CRM tools has helped you enhance client relationships and achieve measurable results.
• You thrive in fast-paced, evolving environments. Problem-solving is one of your strengths, and you’re quick to adapt to ambiguity while delivering innovative solutions.

• People Leadership
• Relationship-Building
• Communication
• Data-Driven Thinking 
• Adaptability
• Client Focus

• 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. 

• Comprehensive Health and Dental Coverage: Our Group Benefits plan provides extensive coverage, including dental, extended healthcare, counselling, health service navigation, life insurance, critical illness, disability insurance, and more.
• Health Spending Account (HSA): A dedicated budget to cover additional health-related expenses like eyeglasses, therapy, and other needs tailored to your personal wellness.
• Wellness Budget: Use your budget to invest in activities that enhance your physical and mental well-being, from fitness classes to mindfulness programs.
• Unlimited Maple Access: Benefit from unlimited access to Maple for primary care needs and a package of therapy consultations.
• Paid Health Days: In addition to paid vacation, you’ll receive 10 Paid Health Days annually to use when you're unwell, attending healthcare appointments, or supporting a loved one with their health needs.
• Maple Booster Pack: Boost your well-being even further with exclusive Maple discounts. Enjoy savings on fitness memberships, phone plans, wellness apps, and more.

• Job type: Full-time 
• Hiring manager: Manager, Client Success (Reseller Partnerships)
• Location: Hybrid, 225 Richmond St W #201, Toronto, ON M5V 1W2
• Start date: February 2025
• Vacation: 3 weeks