Customer Renewals Manager - Appfollow - Remote - Global

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. Manage the full renewal lifecycle from early engagement to contract closure, initiate renewal conversations 60–90 days in advance, and drive timely closures. Maximize Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), identify upsell opportunities, support and convert organic expansion requests. Maintain accurate renewal forecasts and pipeline visibility in CRM (Salesforce), provide weekly projections on renewal outcomes, upsell potential, and churn risk. Build strong relationships with key stakeholders, clearly communicate product value and ROI, and act as a trusted partner during renewal discussions. Use customer data to identify risks early, drive renewal strategy, and inform expansion opportunities. Partner with Customer Success, Sales, Product, Finance, and Support teams to align on account strategy, risks, and growth opportunities. Help build and refine the renewals function at AppFollow, improve workflows, segmentation, and operational efficiency. Experience in renewals, Customer Success, or revenue-focused roles, 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, results-driven, high 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.