Renewals Specialist | Spécialiste des renouvellements

Alveole•Montreal, QC

6d•CA$80,000•Hybrid

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. This role is not a contract administration role. You'll own some of our most important customer conversations, helping protect one of Alvéole's most valuable assets: our partnerships and recurring impact. You'll work closely with our co-founder to find solutions and stay flexible so our customers can hit their financial and operational goals. Most of our customers renew every year without much intervention. But a smaller group needs something more. A contract adjustment. A new proposal. A conversation after an ownership change. Or sometimes, they simply tell us they want to cancel. Those conversations have a huge impact on the business. Today, much of our work begins after a cancellation request arrives. Tomorrow, we'd like to spot the warning signs earlier, using customer health scores, ownership changes, and adoption data, to prevent cancellations before they happen. You'll help us get there.

Requirements

At least 1 year of full-time B2B customer-facing experience (internships excluded).
Experience in Customer Success, Account Management, Customer Support, Business Development, Renewals, or another customer-facing role.
Experience working in a B2B environment.
Strong active listening, communication, and negotiation skills.
Empathy, curiosity, and a solution-oriented mindset.
Strong organizational skills and the ability to manage multiple conversations simultaneously.
Comfort working toward KPIs and business outcomes.
Fluency in both English and French.

Nice To Haves

2+ years of B2B customer-facing experience.
Experience managing renewals, customer retention, or Customer Success workflows.
Experience using customer health scores or retention metrics.
Experience working in a startup or other fast-paced environment.

Responsibilities

Own customer renewal and cancellation conversations from initial request through final resolution.
Investigate the real reason behind every cancellation request instead of accepting the first answer.
Reposition Alvéole's value proposition based on each customer's changing business priorities, ownership changes, and operational challenges.
Negotiate creative renewal solutions by adapting contract structure and service offerings, not discounting.
Partner closely with Customer Success, Support, Sales, and Product to resolve customer concerns efficiently.
Proactively identify customers at risk by using customer health indicators and business changes.
Track retention trends, cancellation reasons, and negotiation outcomes to continuously improve the renewal process.
Manage multiple renewal conversations simultaneously while delivering an outstanding customer experience.
Keep great customers with us.