Bilingual Client Success Coordinator - Channel Partnerships

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. Over 8 million patients and 7,000 businesses and government partners access same-day, proactive, and ongoing care.

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 ensure 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.