Customer Renewals Manager

Help Public Agencies Keep the Data Flowing, Year After Year

Eco-Counter is the global leader in pedestrian and cyclist counting solutions, empowering cities and public agencies with actionable data to improve safety, equity, and sustainability. With deployments across 50 states and over 65 countries, we're shaping the future of active transportation and outdoor recreation.

Public agencies rely on Eco-Counter's software and support year over year to keep their programs funded and running. Renewals are how that relationship continues and making the process simple and timely is a big part of what keeps our clients happy.

The Role

We're hiring a Customer Renewals Manager to own subscription renewals and software billing support for our North America client base. You'll be the main point of contact for existing clients as their renewal comes up, working to retain accounts, resolve billing questions, and catch early signs of risk before they turn into churn.

*Great Place to Work Certification in 2023

What You'll Do

● Own the renewal cycle. Own the renewal cycle. Manage the end-to-end subscription renewal process for existing clients, from advance outreach through signed renewal, and keep accurate records of renewal dates and status.

● Protect and grow the base. Protect and grow the base. Identify accounts at risk of churn early, address concerns before they escalate, and look for chances to expand or upsell as part of the renewal conversation.

● Handle software billing/invoices. Handle software billing support. Answer client questions about software invoicing, resolve billing discrepancies, and coordinate with Finance to keep accounts current.

● Know Eco-Visio inside and out. Know Eco-Visio inside and out. Understand how Eco-Visio works well enough to answer clients' day-to-day questions, and run demos that show the value they're getting from the platform.

● Build renewal-ready relationships. Build renewal-ready relationships. Stay in regular contact with client stakeholders between renewal cycles so the conversation feels familiar, not cold, when it's time to renew.

● Report on retention health. Report on retention health. Track renewal rates, churn risk, and billing resolution times, and share what you're seeing with sales leadership.

● Coordinate across teams. Coordinate across teams. Work closely with Sales, Customer Success, and Finance so renewals and billing issues get resolved smoothly and clients have one consistent point of contact.

What Success Looks Like

● High renewal rates across the North America client base

● Billing questions resolved quickly, without much escalation

● At-risk accounts identified and addressed well before renewal deadlines

● Clients who see renewal outreach as helpful rather than a hassle

● Clients who understand the value they're getting from Eco-Visio because they've seen it firsthand

● Clear, current reporting that gives sales leadership visibility into retention health

What You Bring

● Experience in account management, customer success, renewals, or a similar client-retention role

● Comfort discussing billing and invoicing details directly with clients

● Comfort running software demos and answering product questions in real time

● Strong organizational skills and comfort owning a renewal pipeline in a CRM

● Clear, confident communication style, in writing and on client calls

● Ability to work North America business hours

● Interest in public-sector clients and active transportation is a plus

What We Offer

● A high-impact role directly responsible for client retention and revenue

● Competitive salary with annual bonus and profit sharing

● 4 weeks vacation (5 weeks after first year)

● Free Bixi season membership and public transportation subsidy

● Medical insurance

● RRSP Matching Plan

● Flexible hybrid organisation (work from home/office)

How to Apply

This is a full-time position based in Montreal (100% remote work will not be possible). Please send resume and cover letter as soon as if you are interested.

Eco-Counter is an equal opportunity employer. In keeping with our values, we make all employment decisions including hiring, termination, evaluation, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity, pregnancy, marital status, height and/or weight.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions. Please contact us to request accommodation.