Customer Renewals Manager

About the Role

The role sits at the intersection of Customer Success, Sales, and Finance, requiring a deep understanding of the customer's needs and the ability to communicate the value of AppFollow's products. You will work closely with Customer Success Managers to aligned on account strategy, risks, and growth opportunities, and provide weekly projections on renewal outcomes, upsell potential, and churn risk.

AppFollow is a growing, global SaaS company with a strong focus on customer success, and this role offers the opportunity to make a direct impact on retention and customer satisfaction in a key segment. You will be part of a diverse, passionate, and remote-first team, and will have the opportunity to grow your career by owning strategic programs that scale success across thousands of customers.

What You Will Do

• Manage the full renewal lifecycle for a portfolio of customers, from early engagement to contract closure
• Initiate renewal conversations 60-90 days in advance and drive timely closures, ideally before contract start dates
• Maximize Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) by identifying upsell opportunities and supporting organic expansion requests
• Maintain accurate renewal forecasts and pipeline visibility in CRM (Salesforce)
• Provide weekly projections on renewal outcomes, upsell potential, and churn risk
• Track and act on key metrics like customer health, engagement, and usage
• Build strong relationships with key stakeholders and clearly communicate product value and ROI
• Act as a trusted partner during renewal discussions and use customer data to drive renewal strategy and inform expansion opportunities
• Partner with Customer Success, Sales, Product, Finance, and Support teams to aligned 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, improving workflows, segmentation, and operational efficiency

What We Are Looking For

• 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

Nice to Have

• Experience with data analysis and visualization tools
• Knowledge of sales and marketing principles
• Certification in Customer Success or a related field
• Experience working in a remote or distributed team environment

Benefits and Perks

• 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
• Flexible working hours and remote work options
• Professional development and training opportunities
• Access to the latest tools and technologies
• Competitive salary and benefits package

• Make sure you have a strong understanding of Salesforce and Excel, as these tools are crucial to success in this role.
• Highlight your experience in customer success, sales, or revenue-focused roles, and be prepared to provide specific examples of your achievements.
• Develop a strong understanding of the customer renewals process and the importance of building strong relationships with key stakeholders.
• Be prepared to talk about your analytical and process-oriented thinking, and how you have used data to drive decision-making in previous roles.
• Show enthusiasm for working in a fast-changing environment and a willingness to adapt to new challenges and opportunities.
• Research AppFollow's products and services, and be prepared to discuss how you can contribute to the company's mission and goals.
• Prepare examples of times when you have successfully managed commercial conversations and negotiations, and be prepared to discuss your approach to these situations.