Customer Manager

Customer Renewals Manager @ App Follow      About App Follow     App Follow 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 App Follow

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 Churn Zero

Familiarity with customer success platforms and data-driven workflows

Languages       Fluent in English and Spanish

Additional languages are a strong plus

Why Join App Follow?
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!
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