Renewals Specialist | Spécialiste des renouvellements

About this role

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 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.

Learn more at alveole.buzz

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✨ The Role

🐝 Let's start with something that might surprise you.

Most companies think a cancellation request means the customer has already made up their mind.

We don't.

Alvéole, a cancellation request is the beginning of a conversation. Real estate goes through phases, development, lease-up, stabilization, disposition and it's normal for our solution to adapt as a property moves through them. Every asset eventually gets sold, too.

Sometimes a property has changed ownership. Sometimes occupancy has dropped. Sometimes the person who originally championed our program has left. Sometimes the customer still loves what we do, they just need a different way for it to work.

Our job isn't to convince people to stay at any cost.

It's to understand what's really happening, solve the right problem, and preserve long-term partnerships whenever we can.

That's why we're hiring a Renewals Specialist.

This isn't 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.

🚀 Why this role matters

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.

📍 What you'll own

You'll take ownership of renewal and cancellation conversations from the moment a customer reaches out until a final decision is reached.

Along the way, you'll:

• 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.

This role focuses entirely on protecting existing customer relationships.

If a customer wants to expand into new buildings or purchase additional services, those opportunities are handed to our Account Executive or Customer Success teams. Your mission is different: keep great customers with us.

🌪️ What makes this role challenging

Not every conversation is easy.

You'll spend much of your day talking to customers who are frustrated, uncertain, or convinced they should leave.

Some days you'll receive several cancellation requests within a few hours. During our busiest renewal season in Q4, the pace increases significantly as most customer contracts come up for renewal.

A typical renewal can take up to one month, involving multiple conversations, internal collaboration, proposal revisions, and negotiations before reaching a final outcome.

Collaboration with our local Team Lead (Managers of operations of regions) will be critical to get context…