Customer Renewals Manager @ AppFollow

About AppFollow

AppFollow helps mobile teams worldwide improve app performance and customer experience. Our platform provides tools for App Monitoring, App Store Optimization (ASO), Review Management, Alerts & Automation, and Insights, empowering product, marketing, and support teams to make better decisions faster.

About the Role

As a Customer Renewals Manager, you will own the renewal lifecycle for a portfolio of customers, ensuring timely renewals, reducing churn, and driving revenue growth.

This role sits at the intersection of Customer Success, Sales, and Finance. Your mission is simple: protect and grow revenue by delivering a smooth, proactive, and value-driven renewal experience.

You’ll work closely with Customer Success Managers, leveraging customer insights, product usage data, and health scores to identify risks early and uncover expansion opportunities.

What You’ll Do

Renewal Ownership & Execution

• Manage the full renewal lifecycle for your portfolio, from early engagement to contract closure

• Initiate renewal conversations 60–90 days in advance

• Drive timely closures, ideally before contract start dates

Retention & Growth

• Maximize Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)

• Identify upsell opportunities

• Support and convert organic expansion requests

Forecasting & Pipeline Management

• Maintain accurate renewal forecasts and pipeline visibility in CRM (Salesforce)

• Provide weekly projections on:

  • Renewal outcomes

  • Upsell potential

  • Churn risk

• Track and act on key metrics like customer health, engagement, and usage

Customer Relationship Management

• Build strong relationships with key stakeholders

• Clearly communicate product value and ROI

• Act as a trusted partner during renewal discussions

Data-Driven Decision Making

• Use customer data (usage, engagement, feedback, support signals) to:

  • Identify risks early

  • Drive renewal strategy

  • Inform expansion opportunities

Cross-Functional Collaboration

• Partner with Customer Success, Sales, Product, Finance, and Support teams

• Align on account strategy, risks, and growth opportunities

• Share customer insights to improve retention and product adoption

Process Improvement

• Help build and refine the renewals function at AppFollow

• Improve workflows, segmentation, and operational efficiency

• Ensure strong CRM hygiene and documentation

What We’re Looking For

Core Experience

• Experience in renewals, Customer Success, or revenue-focused roles (CSM, SDR, BDR, Account Manager)

• Proven ability to drive retention and predictable renewals

• Comfortable managing commercial conversations and negotiations

Skills & Mindset

• Strong analytical and process-oriented thinking

• Excellent communication and stakeholder management skills

• Proactive, organized, and results-driven

• Ability to thrive in a fast-changing environment

• High level of ownership and accountability

Tools & Technical

• Experience with Salesforce and ChurnZero

• Familiarity with customer success platforms and data-driven workflows

Languages

• Fluent in English and Spanish

• Additional languages are a strong plus

Why Join AppFollow?

• Opportunity to work in a growing, global SaaS company with a strong focus on customer success.

• Collaborate with a diverse, passionate, and remote-first team.

• Make a direct impact on retention and customer satisfaction in a key segment. Grow your career by owning strategic programs that scale success across thousands of customers.

• Benefit from our employee stock option program—everyone on the team has a stake in the company’s success.

If you’re passionate about helping customers succeed and thrive in a fast-paced, global environment, we’d love to hear from you!