Client Success Coordinator (Health System Partnerships)

The role
We're looking for a Client Success Coordinator to help keep Maple's Health System Partnerships (HSP) team running smoothly as we expand our work with provincial health systems and government partners across Canada.

In this role, you'll be the operational support for the HSP team — coordinating partner meetings, running recurring program administration, and connecting partner needs with our Provider Network Operations team so nothing slips. You'll work closely with Client Success Associates and Client Success Managers as well as partner across teams, so partner context, policy nuances, questions, and escalations move quickly and cleanly between groups. You'll also help build the templates, playbooks and shared resources that make the whole team more effective as our HSP portfolio scales.
Your responsibilities
As a Client Success Coordinator, you will:

Coordinate partner meetings end-to-end — support agenda and meeting preparation, actively participate, capture and track action items, and follow up until they're closed

Own recurring partner reporting workflows, including preparing reports from automated and manual sources and surfacing relevant insights to the HSP team

Process and review manual partner eligibility files on the required cadence and support the resolution of eligibility issues

Serve as the primary connector between HSP and Provider Network Operations on provider-related matters and triaging provider-related partner questions to the right internal team

Maintain accurate partner information our CRM (Salesforce) and keep partner-specific program documentation current so partner-facing teams can operate consistently

Maintain shared HSP documentation, templates, playbooks and SOPs, and support onboarding of new HSP team members by coordinating the operational components of onboarding

Provide day-to-day partner support by troubleshooting and coordinating escalated issues, including eligibility support for Maple's Customer Support Team and partner-raised questions

Collect, organize and share partner and patient feedback with the HSP team so themes can be actioned by the right owner

Support HSP Client Success Associates and Client Success Managers on process-improvement initiatives that reduce administrative burden and create capacity across the broader team

What success looks like
In your first 90 days, you'll build a strong foundation in Maple's tools, systems and each of the HSP team's partner programs. You'll establish working relationships with the Provider Network Operations team and get fluent in how HSP and Provider Network Operations collaborate day-to-day, including the escalation model. You'll take ownership of core partner and meeting support workflows, and start actively contributing to partner meetings — preparing agendas, participating, and tracking action items through to close.

Over your first 12–18 months, you'll become a subject-matter expert on how HSP and Provider Network Operations work together, making sure partner-specific nuances are consistently represented. You'll deliver at least one meaningful team enablement improvement — a streamlined admin process, template or playbook — that reduces operational burden across the HSP team, and you'll provide the reliable coordination and administrative support Client Success Associates and Client Success Managers need as the portfolio grows across existing and new partnerships.

What you bring
At least one year of experience in a client-facing role — for example, client success, account coordination, customer support or account management

An undergraduate degree in business, health administration, public health, communications or a related field, or equivalent professional experience

Strong written and verbal communication skills — you're clear, concise and professional in every partner-facing interaction, comfortable representing Maple in meetings with government and health system partners, and able to adapt your tone for different audiences

Active listening and timely follow-through — you catch what matters in a conversation and close the loop through well-organized written work (email, meeting notes, reports)

A proactive, highly organized way of working — you own your day, stay on top of the details and move things forward without needing to be chased

A strong eye for detail across documents, data and processes

Comfort collaborating across teams to keep context, questions and escalations flowing cleanly between groups

A technology self-starter who picks up new platforms quickly — including AI tools — and helps others adopt them

Confidence working in Google Workspace (Docs, Sheets and Slides)

Bonus points if you:

Are bilingual (English and French)

Have an interest in public health or prior experience in healthcare

Are comfortable with CRMs, ideally Salesforce

Have used project management tools like Asana

Have an interest or background in process documentation and operations improvement

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.