Customer Renewals 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
- 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
- Additional languages are a strong plus
- If you’re passionate about helping customers succeed and thrive in a fast-paced, global environment, we’d love to hear from you!
What the job involves
- 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
- 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
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
$5.4m
SERIES A
Sep 2019
$1.2m
SEED
Total funding: $7.7m
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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