other
Posted 3 weeks agoAccount Advocate
at Apollo.io
Mexico City, MexicoHybrid
Responsibilities
- Own the most complex, high-risk cancellation, downgrade, and billing escalation cases.
- Lead strategic retention efforts for at-risk accounts, balancing customer empathy with policy and revenue considerations.
- Identify churn drivers and recurring billing friction, translating insights into actionable recommendations.
- Deliver measurable retention impact through targeted save strategies, credits, or remediation plans. Operational & Domain Leadership
- Define and improve operational standards, playbooks, and escalation paths across Account Advocates and Billing Advocates.
- Own high-visibility cross-functional initiatives that improve billing accuracy, reduce escalations, or lower cost-to-serve.
- Ensure audit readiness, data quality, and consistency across billing decisions and documentation. Cross-Functional Influence
- Represent the voice of the customer in pricing, packaging, and policy discussions.
- Influence product and process roadmaps using quantified churn, refund, and escalation insights. Mentorship & Organizational Impact
- Mentor and coach Account Advocates and Billing Advocates through case reviews, knowledge shares, and shadowing.
- Proven track record of driving cross-functional improvements without people management responsibility. Strong
Requirements
- Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises.
- Apollo.io is seeking an Account Advocate located in Mexico City to play a critical role in shaping our billing and retention experience at scale.
- As an Account Advocate, you will operate with a high degree of autonomy and influence, owning high-risk scenarios and driving systemic improvements across retention, billing accuracy, and customer trust.
- experience in customer-facing SaaS roles (Support, Renewals, Billing Operations, Customer Success).
- experience working with billing systems, CRMs, and subscription tooling. Preferred •
- Exposure to churn analytics, VOC programs, or revenue operations.
- History of mentoring senior ICs or serving as a domain owner within a support organization. We are AI Native