Customer Renewals Manager

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.

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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.

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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

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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

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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!