Customer Success Specialist | Spécialiste Customer Success
About The Position
Alvéole is on a mission to connect people with nature in cities, one building at a time. As a certified B Corporation since 2018, we believe business can be a force for good. We partner with the world’s leading real estate companies to turn sustainability into an experience that tenants can see, touch, and feel. Through rooftop beehives and educational biodiversity programs, we help our clients meet their environmental goals while engaging communities and strengthening their brands. You can find our work in (and on) thousands of properties across North America and Europe, driven by a belief that business and biodiversity can thrive together. We're looking for a Customer Success Specialist to join Alvéole's Customer Success team and help drive customer engagement, adoption, and retention across our growing portfolio of clients. This is the first dedicated Customer Success role at Alvéole and an exciting opportunity to help shape how we proactively support customers throughout their journey. Unlike a traditional support role, you'll focus on customer health, platform adoption, and engagement outcomes rather than responding to tickets. You'll manage a large portfolio of accounts, proactively identifying customers who may be underutilizing our platform or programs and helping them realize the full value of their partnership with Alvéole. Success in this role comes from strong prioritization, proactive outreach, and a passion for helping customers achieve their goals at scale.
Requirements
- 3–4 years of customer-facing experience, or at least 2 years of experience in Customer Success
- At least 1 year of experience in Customer Success, Account Management, Implementation, Onboarding or a similar role
- Experience managing a large portfolio of customer accounts
- Experience in a B2B environment
- Experience with SaaS platforms or digital products
- Experience working toward customer adoption, retention, renewal or similar success metrics
- Experience using ticketing systems and customer management tools
- Understanding of CRM workflows and customer lifecycle management
- Strong communication skills and the ability to build relationships with a wide range of stakeholders
- Excellent prioritization, organization, and time management skills
- A proactive and customer-centric mindset
- Fluency in English
Nice To Haves
- French language skills are considered an asset
- Experience with Zendesk
- Experience with HubSpot
- Experience working in a high-volume Customer Success environment
- Experience supporting customer renewals or retention initiatives
Responsibilities
- Execute specialized playbooks to re-engage accounts when specific "trigger events" occur: Stakeholder Shifts, Strategic Realignment, Platform Adoption, Engagement Recovery.
- Be the point of contact for renewal questions and concerns during the client’s journey.
- Identify and resolve any lingering issues that might block a smooth renewal.
Benefits
- Comprehensive health benefits from Day 1
- Generous and flexible PTO policy
- Lunch provided 3 days/week + fully stocked snacks and drinks
- Regular company events to connect, celebrate, and have fun with the team
- Beautiful office steps from Mont-Royal Metro (with arguably one of the best views in Montreal)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
