AppFollow’s main goal is to improve the productivity of mobile app developers, product managers, marketing and customer support teams around the world. We do this by providing a set of powerful tools that assist with App Monitoring, App Store Optimization (ASO), Review Management, Alerts and Automation, and Insight generation.
As a Renewals Manager at AppFollow, you will be responsible for helping ensure that our contracted customers receive timely contact from us in order that they can discuss their renewal plans with us. You will also be responsible for attending to ‘organic’ growth requests from these accounts such as increased reply limits, apps, users or various package add-ons as well as pushing for uplift at the time of renewal itself.
There will be a number of tools, data sets and resources at your disposal to help you in your mission such as Customer Success platforms, CRM, Customer Health Scores, and a high-performing CSM team who will be partnering with you closely on the accounts you interact with.
Naturally, there will be a need and an expectation for you to deeply understand your customer’s needs, their market and desired outcomes for their mobile app strategy and use this knowledge to customize their experience with us. You should be looking to add value to our customer’s journey in your interactions with them whilst improving our retention and growth results for AppFollow.
Your role will include:
Support the development and execution of a renewals management function for AppFollow working closely with the Finance, Sales and CS teams.
Work on retention and growth among our valuable customers by understanding their business needs, goals, and KPIs and identify areas of improvement to our customer segmentation and servicing models (outside of just revenue if applicable).
Partner with teams outside of sales and CS, including Product, Sales, Support, Marketing, Professional Services, Finance, Growth and Analytics teams - in order to evolve the function further.
Analyze key Customer Success metrics, and track the overall health of your accounts to understand risk and identify opportunities for growth.
Provide a weekly forecast as to the expected outcome of the accounts under your management: Gross Revenue Retention, Upsell, and Net Revenue Retention.
Required Experience/Skills:
Experience in driving renewals with predictability and delivering targeted gross retention rates.
Experienced in managing a customer relationship from a similar role (e.g., Customer Success Manager, SDR, BDR).
History of thriving in a rapidly changing environment.
Ability to review current processes and procedures and make changes if required.
Familiarity with Salesforce and opportunity data management tools.
Excellent communication and interpersonal skills.
Proactive and results-driven.
Team player, as working closely with various teams including marketing, sales and finance.
Strong empathy for customers and passion for revenue and growth.
Proficiency with Sales technology to advance the customer experience.
Analytical and process-oriented mindset.
Proficient in English and Russian.
Icing on the cake:
Previous experience in the mobile/mobile app industry.
Sales or Account Management background.
Experience in working with international clients and across multiple client teams.
Experience in working remotely.
Any other language is a plus.
Benefits
The biggest benefit is our awesome AppFollow team. We’re an open, friendly, talented team that enjoys creating great products, working together, growing together, and supporting each other.
We also offer:
Full-time remote job - you can work anywhere you like (plus you’re always welcome to spend time with us in our head office in Helsinki!).
Paid vacation - take the time you need to stay motivated, charged, and balanced. By prior agreement, you can also have days off for special occasions.
Awesome in-person events - we get together twice a year at various locations around the globe to work and spend time together in person. We pay for your accommodation, flight, lodging, and other business travel expenses.
Professional development - we are passionate about continuous learning and always invest in education for our team members.
