WHO WE ARE

GreenShieldis a proudly Canadian, national non-profit health care and insuranceorganization, driven by our mission of Better Health for All.
We believe health care is aright, not a privilege, and we are committed to improving health outcomes,advancing health equity, and building a future where every Canadian can reachtheir full health and well-being potential.

Throughour unique integrated payer-provider ("payvider") model,

we offer
insurance, administer benefits, and pay claims as a ‘payer’ while offeringhealth care services such as mental health, pharmacy, telemedicine, and chronicdisease management as a ‘provider’. As a non-profit social enterprise without shareholders, we reinvest our excessearnings to directly support underserved communities. Through GreenShieldCares, we positively impacted the health and well-being of over one millionCanadians between 2020 and 2025. What’s driving us now is the commitment to measurably impact an additionalthree million Canadians by 2030 – across mental health, essential medicines,and chronic disease management – through scalable initiatives that delivermeaningful change in pursuit of our mission of Better Health for All.

AtGreenShield, our culture is where purpose meets passion and performance. Our teams work as one to delivermeaningful, measurable impact for the people and communities we serve.

THEROLE IN A NUTSHELL

The Vice-President, Client Success reports to the Executive Vice-President & Head of Growth & Client Solutions and will build and lead GreenShield’s Client Success function. The role owns the strategy for GreenShield’s most strategic client relationships, ensuring clients experience one coordinated GreenShield regardless of product, Line of Business, segment, region or function.





The Vice-President will establish and scale the Client Success model over time and will also be accountable for a defined portfolio of GreenShield’s most strategic client relationships. The role will define Client Success accountabilities and establish strong partnerships with Lines of Business, the Quebec Region, Operations, Business Development, Product, Finance and other enterprise functions. The model must respect Line of Business accountability for P&L;, account management and service delivery while creating the shared ways of working required to deliver one integrated relationship strategy.

The role is accountable for client strategy, client health, executive relationship coverage, retention, coordinated growth and expansion of client relationships. Revenue outcomes will be achieved through shared accountability with Lines of Business, the Quebec Region, Operations and Business Development.

Success will be measured through stronger retention, improved NPS and CSAT, growth in integrated solutions, stronger client relationship health, fewer fragmented messages to the market, and disciplined execution against client commitments.

WHO WE'RE LOOKING FOR

We’re looking for a senior commercial and relationship leader who can build a new enterprise capability while remaining directly accountable for strategic client relationships. The ideal candidate can bring structure to ambiguity,



influence across a matrix, and create practical ways of working that make it easier for GreenShield to deliver as one organization.

KEY RESPONSIBILITIES

- Build and scale GreenShield’s Client Success function, including the future operating model, mandate, accountabilities, decision rights, coverage approach, talent requirements and performance expectations, in partnership with Lines of Business, the Quebec Region and Operations leadership.
- Be directly accountable for a defined portfolio of GreenShield’s most strategic clients, providing executive relationship leadership and ensuring one coordinated GreenShield experience across Lines of Business, the Quebec Region, Operations and other enterprise functions.
- Develop differentiated relationship strategies for strategic, growth and core clients, including account planning, relationship mapping, executive sponsorship, joint success plans, quarterly business reviews, catalyst sessions and voice-of-client mechanisms.
- Partner with Quebec Region leadership to adapt enterprise client strategies to Quebec’s distinct market, language, regulatory and relationship context, while preserving transparent local leadership and a coordinated One GreenShield experience.
- Establish a consistent approach to client performance and retention, including measures for retention, satisfaction, growth, share of wallet, relationship strength, NPS and CSAT, early-warning indicators and regular executive reviews of the most important relationships.
- Lead client health and proactive risk management for strategic relationships, ensuring issues, opportunities and commitments are visible, actively managed and escalated when required

📌 VICE-PRESIDENT, CLIENT SUCCESS (Toronto)
🏢 Green Shield Canada (GSC)
📍 Toronto