Customer Success Operations Jobs in Alberta (NOW HIRING)

Role Overview

The Contract & Renewals Specialist is an operational role responsible for coordinating the renewal and contract lifecycle across Algo's customer base. This individual ensures timely renewals, accurate documentation, purchase order compliance, and seamless cross-functional coordination with Sales, Customer Success, Finance, and Legal.

This is a global role. The successful candidate will work with regional counterparts in Europe and APAC to ensure consistent follow-up and local compliance. The role is process-oriented and execution-focused: this person facilitates and coordinates, supporting Sales and Customer Success rather than leading commercial negotiations or churn conversations directly.

Key Responsibilities

Renewals Management:

Coordinate the full renewal lifecycle, from early engagement to contract execution

Proactively track upcoming renewals and ensure timely outreach and internal alerts to Sales and Customer Success with sufficient lead time to prevent churn

Coordinate and communicate annual or contractual price increases to customers, ensuring alignment with approved rate changes and that updates are reflected in contracts and systems accordingly

Coordinate internally with Sales, Customer Success, Finance, and Legal teams throughout the renewal process

Identify risks to renewal and escalate appropriately to the relevant account owner

Cancellation Management:

Serve as the central coordination point when a cancellation is received, ensuring all relevant internal stakeholders (Sales, Customer Success, Finance, Legal, and Operations) are promptly notified with the information required to execute customer or product/service offboarding

Maintain a log of cancellations and ensure proper documentation and CRM updates are completed

Contract Management:

Coordinate the preparation, review, and management of customer contracts, amendments, and renewals

Ensure contracts are accurate, compliant, and aligned with agreed commercial terms

Ensure all contract documentation includes information required for revenue recognition (e.g., clear start/end dates, agreed pricing, signed terms) to support accurate and timely revenue booking

Maintain organized and up-to-date contract documentation in the contract management system

Purchase Order (PO) Management:

Request, track, and validate customer purchase orders

Ensure POs align with contractual terms and invoicing requirements

Send validated POs to Finance with confirmation that billing instructions, invoice schedules, and contract terms are accurately handed off to prevent billing errors or delays

Act as the primary point of contact for PO-related queries from customers and internal teams

Shared Inbox & Record Keeping:

Maintain and manage the designated renewals shared inbox, ensuring all customer and internal communications are conducted through this channel for audit trail and record-keeping purposes

Ensure inbox hygiene and timely responses to inbound queries

Revenue Protection & Forecasting:

Maintain accurate renewal forecasts and pipeline visibility for leadership reporting

Support revenue reporting and ensure data integrity in HubSpot CRM

Minimize churn exposure through proactive pipeline management and early escalation

Stakeholder Collaboration:

Work closely with Sales and Customer Success to align on account renewal strategy and timing

Partner with Finance on invoicing, PO handoffs, and revenue recognition requirements

Ensure contract, CRM, and all customer-facing documentation meets revenue recognition requirements to support accurate and timely revenue booking

Coordinate with regional contacts in Europe and APAC to ensure locally appropriate follow-up and compliance

Liaise with Legal on contract terms and amendments when required

Key Requirements:

3-5 years of experience in contract management, renewals, sales operations, or customer success in a SaaS environment

Good understanding of commercial terms, contracts, and billing processes

Experience managing purchase orders and coordinating with finance teams on invoicing and revenue recognition

Familiarity with revenue recognition principles and their implications for contract documentation

Good organizational and stakeholder management skills

High attention to detail and a process-oriented mindset

Experience with CRM tools - HubSpot experience is a strong asset

Experience with contract management or CLM systems is an advantage

Key Skills:

Commercial acumen and understanding of SaaS contract structures is an advantage

Good coordination and cross-functional communication

Analytical and detail-driven approach to data and documentation

Ability to work independently and escalate appropriately in a fast-paced global environment

Success Metrics

Metric Description:

• Renewal & Retention Rate Volume of contracts successfully renewed on time
• On-Time Renewal Completion Percentage of renewals executed before expiry
• PO Collection Timeliness Speed and accuracy of purchase order receipt and validation
• Forecast Accuracy Alignment of renewal pipeline to actual outcomes
• Revenue Leakage Reduction Minimization of missed or delayed revenue due to process gaps
• Cancellation Response Time Speed of internal notification and handoff upon cancellation receipt

Working Hours & Location - This is a North America-based role (Calgary, CA). Standard business hours apply. As the renewals function matures, the expectation is that the successful candidate will help build the team structure needed to provide coverage across global time zones.