Customer Renewals Manager

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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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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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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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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• 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!