About the role
<h1><strong>Customer Renewals Manager @ AppFollow</strong></h1>
<h2><strong>About AppFollow</strong></h2>
<p>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.</p>
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<h2><strong>About the Role</strong></h2>
<p>As a <strong>Customer Renewals Manager</strong>, you will own the renewal lifecycle for a portfolio of customers, ensuring timely renewals, reducing churn, and driving revenue growth.</p>
<p>This role sits at the intersection of Customer Success, Sales, and Finance. Your mission is simple: <strong>protect and grow revenue by delivering a smooth, proactive, and value-driven renewal experience.</strong></p>
<p>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.</p>
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<h2><strong>What You’ll Do</strong></h2>
<h3><strong>Renewal Ownership & Execution</strong></h3>
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<p>Manage the full renewal lifecycle for your portfolio, from early engagement to contract closure</p>
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<p>Initiate renewal conversations <strong>60–90 days in advance</strong></p>
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<p>Drive timely closures, ideally <strong>before contract start dates</strong></p>
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<h3><strong>Retention & Growth</strong></h3>
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<p>Maximize <strong>Gross Revenue Retention (GRR)</strong> and <strong>Net Revenue Retention (NRR)</strong></p>
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<p>Identify upsell opportunities</p>
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<p>Support and convert organic expansion requests</p>
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<h3><strong>Forecasting & Pipeline Management</strong></h3>
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<p>Maintain accurate renewal forecasts and pipeline visibility in CRM (Salesforce)</p>
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<p>Provide weekly projections on:</p>
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<p>Renewal outcomes</p>
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<p>Upsell potential</p>
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<p>Churn risk</p>
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<p>Track and act on key metrics like customer health, engagement, and usage</p>
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<h3><strong>Customer Relationship Management</strong></h3>
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<p>Build strong relationships with key stakeholders</p>
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<p>Clearly communicate product value and ROI</p>
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<p>Act as a trusted partner during renewal discussions</p>
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<h3><strong>Data-Driven Decision Making</strong></h3>
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<p>Use customer data (usage, engagement, feedback, support signals) to:</p>
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<p>Identify risks early</p>
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<p>Drive renewal strategy</p>
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<p>Inform expansion opportunities</p>
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<h3><strong>Cross-Functional Collaboration</strong></h3>
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<p>Partner with Customer Success, Sales, Product, Finance, and Support teams</p>
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<p>Align on account strategy, risks, and growth opportunities</p>
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<p>Share customer insights to improve retention and product adoption</p>
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<h3><strong>Process Improvement</strong></h3>
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<p>Help build and refine the renewals function at AppFollow</p>
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<p>Improve workflows, segmentation, and operational efficiency</p>
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<p>Ensure strong CRM hygiene and documentation</p>
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<h2><strong>What We’re Looking For</strong></h2>
<h3><strong>Core Experience</strong></h3>
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<p>Experience in renewals, Customer Success, or revenue-focused roles (CSM, SDR, BDR, Account Manager)</p>
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<p>Proven ability to <strong>drive retention and predictable renewals</strong></p>
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<p>Comfortable managing commercial conversations and negotiations</p>
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<h3><strong>Skills & Mindset</strong></h3>
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<p>Strong analytical and process-oriented thinking</p>
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<p>Excellent communication and stakeholder management skills</p>
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<p>Proactive, organized, and results-driven</p>
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<p>Ability to thrive in a fast-changing environment</p>
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<p>High level of ownership and accountability</p>
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<h3><strong>Tools & Technical</strong></h3>
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<p>Experience with Salesforce and ChurnZero</p>
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<p>Familiarity with customer success platforms and data-driven workflows</p>
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<h3><strong>Languages</strong></h3>
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<p>Fluent in English and Spanish</p>
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<p><strong>Additional languages are a strong plus</strong></p>
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<h2><strong>Why Join AppFollow?</strong></h2>
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<p>Opportunity to work in a <strong>growing, global SaaS company</strong> with a strong focus on customer success.</p>
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<p>Collaborate with a <strong>diverse, passionate, and remote-first team</strong>.</p>
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<p>Make a direct impact on retention and customer satisfaction in a key segment.<br>Grow your career by owning strategic programs that scale success across thousands of customers.</p>
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<p>Benefit from our <strong>employee stock option program</strong>—everyone on the team has a stake in the company’s success.</p>
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<p>If you’re passionate about <strong>helping customers succeed</strong> and thrive in a fast-paced, global environment, we’d love to hear from you!</p>