Customer Success Specialist - Spécialiste Customer Success

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
• 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
• 🌍 Location & Work Setup
• Location: In person at our Montreal HQ four days a week (Monday-Thursday). Fridays can be worked remotely.
• Type of contract: Permanent, Full-time (40h/week)
• OTE: $70,000-$78,000 CAD
• 🐝 What's in It for You?
• 🌱 Join a mission-driven company creating meaningful environmental impact across North America and Europe
• 🚀 Become the first dedicated Customer Success Specialist at Alvéole and help shape the future of our customer success function
• 💰 Competitive compensation package with performance-based incentives
• 🏥 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)
• 📈 Significant ownership and the opportunity to influence customer engagement, adoption, and retention at scale
• ⚙️ Our Hiring Process
• Intro conversation with Talent Acquisition (15 min)
• Interview with the Hiring Manager (1h)
• Work Sample
• Work Sample Presentation (1h)
• Offer
• 🐝 À propos de nous :
• Alvéole a pour mission de reconnecter les gens à la nature en ville, un immeuble à la fois. En tant que société certifiée B Corporation depuis 2018, nous croyons que les entreprises

Benefits

Additional Information

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 La version française suit ci-dessous. ✨ The Role 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. 📍 Key Responsibilities 1. Tactical Re-Onboarding (Account Stabilization) Execute specialized playbooks to re-engage accounts when specific "trigger events" occur: Stakeholder Shifts: Lead the re-introduction process for New POCs or New Leadership Teams to prevent churn during transitions. Strategic Realignment: Pivot the program when a client announces New Goals (e.g., shifting focus from Tenant Engagement to ESG reporting). Platform Adoption: Proactively intervene when MyHive is not set up or shows No/Low Activity, ensuring the client sees the digital value of the program. Engagement Recovery: Reach out and drive action when a Workshop is not booked, ensuring the property meets its tenant engagement targets. 2. Renewal Renewal Conversations: Be the point of contact for renewal questions and concerns during the client's journey. Contract Health: Identify and resolve any lingering issues that might block a smooth renewal. 🎯 You're the Ideal Fit If You Have

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