Account Advocate

Apollo.io is seeking an Account Advocate to play a critical role in shaping our billing and retention experience at scale. This role represents the highest level of domain expertise and operational ownership within the Account Advocate function, responsible for solving the most complex customer, billing, and revenue-impacting challenges. 

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. You will partner closely with Team Leads, Finance, Support, Product, Sales, and Customer Success to reduce churn, improve operational consistency, and elevate the customer experience.

This role is ideal for someone who thrives in ambiguity, owns outcomes end-to-end, and elevates the performance of others through expertise, mentorship, and operational leadership.

• 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.

• Act as the subject-matter expert for billing, renewals, refunds, and subscription lifecycle workflows.
• 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.

• Partner with Finance, Sales, Product, and Engineering to resolve systemic issues affecting renewals and customer trust.
• Represent the voice of the customer in pricing, packaging, and policy discussions.
• Influence product and process roadmaps using quantified churn, refund, and escalation insights.

• Mentor and coach Account Advocates and Billing Advocates through case reviews, knowledge shares, and shadowing.
• Serve as a trusted advisor to Team Leads on complex scenarios and judgment calls.
• Raise the bar for quality, empathy, and ownership across the function without formal people management authority.

• 3+ years of experience in customer-facing SaaS roles (Support, Renewals, Billing Operations, Retention, and Customer Success).
• Demonstrated success owning complex billing, retention, or churn-prevention scenarios.
• Proven track record of driving cross-functional improvements without people management responsibility.
• Strong experience working with billing systems, CRMs, and subscription tooling.

• Experience influencing pricing, packaging, or policy decisions.
• Exposure to churn analytics, VOC programs, or revenue operations.
• History of mentoring senior ICs or serving as a domain owner within a support organization.