Renewals Specialist | Spécialiste des renouvellements

About Us

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 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 clients meet environmental goals while engaging communities and strengthening their brands. Our work spans thousands of properties across North America and Europe.

Role Overview

You will drive renewal and cancellation conversations, protecting Alvéole's most valuable asset: customer partnerships and recurring revenue. This role is not contract administration; it involves deep customer engagement, problem solving, and flexible solutions.

Why This Role Matters

Most customers renew annually with minimal intervention, but a segment requires additional support such as contract adjustments, new proposals, or addressing cancellation requests. These conversations heavily influence business outcomes. Your work will enable early detection of renewal risks and prevent cancellations before they occur.

Responsibilities

• Own renewal and cancellation conversations from initial request to final resolution.
• Investigate the true reasons behind each cancellation request.
• Reposition Alvéole’s value proposition based on changing customer priorities, ownership changes, and operational challenges.
• Negotiate creative renewal solutions by adjusting contract structure and service offerings, avoiding discounts.
• Partner with Customer Success, Support, Sales, and Product teams to resolve issues efficiently.
• Proactively identify at‑risk customers using health indicators and business changes.
• Track retention trends, cancellation reasons, and negotiation outcomes to improve the renewal process.
• Manage multiple renewal conversations simultaneously while delivering exceptional customer experience.

Challenges

The role requires handling frustrated, uncertain, or dissatisfied customers, often during peak renewal periods in Q4. A typical renewal cycle can take up to one month and involve multiple interactions, internal collaboration, proposal revisions, and negotiations.

Who You Are

• You genuinely enjoy solving difficult customer problems instead of avoiding them.
• You ask “why” before jumping to a solution.
• You remain calm and empathetic during challenging conversations.
• You balance customer needs with business goals.
• You thrive on measurable KPIs and see your work directly impact company performance.
• You enjoy improving processes rather than merely following them.

Must‑Haves

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

Nice‑to‑Haves

• Additional years of B2B customer‑facing experience.
• Experience managing renewals, customer retention, or Customer Success workflows.
• Familiarity with customer health scores or retention metrics.
• Experience in a fast‑paced startup environment.

Location & Work Setup

In‑person at our Montreal HQ four days a week (Monday–Thursday). Fridays are remote. Permanent, full‑time (40 h/week).

Compensation

On‑target earnings: $80 000 CAD.

Benefits

Competitive compensation with performance incentives; comprehensive health benefits from Day 1; generous and flexible PTO; lunch provided three days a week with unlimited snacks and drinks; regular company events; prime office location near Mont‑Royal Metro.

Hiring Process

• Intro conversation with Talent Acquisition (15 min)
• Hiring Manager interview and live work sample (1 h)
• Final conversation with Company Leadership (15 min)Offer

EEO Statement

Alvéole is an equal‑opportunity employer. We celebrate diversity and welcome candidates of all backgrounds. We do not discriminate on the basis of race, religion, color, ancestry, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, pregnancy, genetic information, marital status, or military service.

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