The roleAs we scale our Channel Partnerships business-one of Maple's largest commercial revenue drivers, partnering with insurance providers, benefit brokers, and reseller partnerships-we are hiring a Key Account Manager to lead the long-term success of our highest-value, most complex relationships.
In this role, you will develop and execute multi-year strategic account plans for a concentrated portfolio of key partners. You'll lead executive-level QBRs, drive retention and expansion strategy, and build the operational framework needed to protect and grow our most strategic commercial relationships.
Your responsibilitiesAs the Key Account Manager, you will:
- Serve as the primary point of contact for a portfolio of Maple's highest-value, most complex accounts, building relationships at the director, VP and C-suite levels.
- Develop and own formal account plans-multi-year vision, joint success metrics, risk and mitigation plans, and growth roadmaps-for every account in your portfolio.
- Lead Executive Business Reviews and Quarterly Business Reviews with senior stakeholders to communicate ROI, align on strategy and secure ongoing sponsorship.
- Stay close to each client's broader business strategy, market pressures and internal shifts, and proactively adjust Maple's approach to anticipate their needs.
- Own renewal strategy end-to-end, from early risk detection and stakeholder mapping to competitive positioning and negotiation, and keep forecasting sharp to support revenue planning and leadership reporting.
- Proactively identify and shape expansion opportunities-new products, populations, geographies and deeper integration-positioning Maple's solutions to solve strategic client problems, while building the systems that help you get ahead of risk before it turns into churn.
- Translate complex account data into clear narratives and recommendations for senior stakeholders, and advocate internally to influence roadmap and operational priorities.
- Lead cross-functional account teams-spanning Product, Clinical Operations and Marketing-to keep every team aligned around one cohesive account strategy.
What success looks likeIn your first 90 days, you'll build relationships with the primary stakeholders across your key account portfolio-at the director, VP and C-suite level-while getting to know Maple's business model and the Channel Partnerships portfolio inside and out. You'll draft initial account plans for each of your accounts, including early identification of risks and opportunities.
Over your first 12-18 months, you'll independently own multi-year account plans and lead executive business reviews across your full portfolio. You'll show measurable contribution to your portfolio's net revenue retention and expansion targets, stand up systems that catch risk before it becomes an escalation, and contribute playbooks that raise the bar for account management across the wider Client Success team.
What you bring- 6-8+ years of experience in Customer Success, Sales, Account Management or a related client-facing role, including 3+ years owning enterprise or key accounts in SaaS, health tech, benefits or an adjacent industry.
- A proven track record driving renewals and expansion, and hitting or exceeding portfolio-level net revenue retention or growth targets.
- Experience leading executive-level engagements, including Quarterly and Executive Business Reviews, roadmap presentations and contract negotiations.
- A demonstrated ability to build and execute strategic account plans while coordinating cross-functional teams.
- Strong analytical skills, with comfort working across performance, financial and operational data.
- Excellent written and verbal communication, with the range to adapt from operational stakeholders to C-suite executives.
- A systems-thinking mindset-you can connect client strategy, member populations, internal operations and product capabilities to spot risks and opportunities across your portfolio.
- An ownership mentality at scale-you make disciplined trade-offs between client outcomes and Maple's strategic priorities, and build the documentation and succession practices that keep your accounts resilient to change.
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 youWe 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 five 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: Hybrid, 500 King Street West, Toronto
- Start date: November 2026
- Vacation: 4 weeks
- Pay range: $106,000 - $120,000 + variable pay
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.
