Customer Renewals Manager

Americas Customer experience – Customer success / Remote, full-time / Remote

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, would love to hear from you! We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.