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.

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.

• 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

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

• Identify upsell opportunities

• Support and convert organic expansion requests

• 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

• Build strong relationships with key stakeholders

• Clearly communicate product value and ROI

• Act as a trusted partner during renewal discussions

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

  • Identify risks early

  • Drive renewal strategy

  • Inform expansion opportunities

• 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

• Help build and refine the renewals function at AppFollow

• Improve workflows, segmentation, and operational efficiency

• Ensure strong CRM hygiene and documentation

• 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

• 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

• Experience with Salesforce and ChurnZero

• Familiarity with customer success platforms and data-driven workflows

• Fluent in English and Spanish