Customer Success Manager, AppFollow
+ Employee stock option program
App review management platform
Open for applications
App review management platform
21-100 employees
Open for applications
+ Employee stock option program
21-100 employees
Company mission
To help businesses hear the voices of their customers - wherever they might be.
Role
Who you are
- 3–5+ years of experience as a Customer Success Manager
- Fluent in English and Russian; any additional language is a plus
- Proven track record with enterprise-level customers
- Excellent communication and interpersonal skills, including C-suite engagement
- Highly organized, proactive, and able to manage a large account portfolio
- Strong product knowledge; able to translate technical features into business value
- Experience leading customer advisory boards or product feedback sessions
- Customer-focused, empathetic, and detail-oriented
- Confident communicator, written and verbal
- Able to prioritize, multitask, and collaborate cross-functionally
- Problem-solver with a passion for building long-term relationships
- Team management experience is a plus
What the job involves
- Reports to: Head of Customer Success
- We are looking for an experienced Customer Success Manager to drive retention and growth among our Enterprise customers in Europe and APAC
- This role requires a proactive, strategic mindset, strong relationship-building skills, and the ability to guide customers toward achieving their business goals with AppFollow
- Manage a portfolio of Enterprise customers, ensuring high retention and growth
- Understand customers’ business needs, goals, and KPIs to drive measurable value
- Lead onboarding sessions and act as a trusted advisor for long-term success
- Analyze key metrics, NPS surveys, and account health to anticipate risks and opportunities
- Collaborate cross-functionally to secure renewals and drive expansion
- Work with Product and Engineering teams to ensure AppFollow is effectively configured
- Share best practices to help customers maximize value
- Highlight customer successes by collaborating with Marketing on case studies
- Success in This Role Means:
- Increased feature adoption across accounts
- Improved customer health scores
- Higher NRR through reduced churn and expansion
- Proactive risk identification and resolution
Our take
The flood of new apps for practical, social, and recreational use has generated intense competition between companies, an enhanced focus on customer retention, and contradictorily, less time for teams to follow up on customer complaints. AppFollow is an App Review Management platform that saves money and time for companies that want to analyse and respond to comments on their product’s app store.
Implementing tools that boost organic growth and customer reach, integrate analytical processes, and monitor where app performance needs improvement, AppFollow’s clients include HubSpot and Lyft as well as more than 70,000 other leading mobile app companies. AppFollow doesn’t scrimp on its database either, leveraging 2.4 million reviews from App Store and 14 million from Google Play for their database.
The company has devised a unique and expansive treasure trove of marketing and market research tools for its clients. With a huge boom over 2020 and 2021, a time when app downloads were at their highest, AppFollow is now moving into a new stage of growth post-pandemic and must focus on customer retention at a time when app usage has been decreasing.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 6 rounds)
Oct 2020
$5.2m
SERIES A
Sep 2019
$1.2m
SEED
Total funding: $7.6m
Company HQ
Kluuvi, Helsinki, Uusimaa
Leadership
Pavel Vlasov
(Co-Founder & CTO)Previously Software Engineer at Ostrovok.ru and Acronis.
Eugene Kruglov
(Co-Founder & COO)Currently Angel Investor at Fathom. Previously Co-Founder and CEO at MobiGear and Head of B2C Marketing at Buongiorno.
Anatoly Sharifulin
(Co-Founder & CEO)Previously Head of Mobile Ostrovok.ru and CTO at TochkaK.
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