[Hiring] Customer Renewals Manager @AppFollow

Role Description

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

Qualifications

• 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

Requirements

• 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

Benefits

• 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