Team Lead, Account Advocate

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. Founded in 2015, the company is one of the fastest growing companies in SaaS, raising approximately $250 million to date and valued at $1.6 billion. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members. The Role Apollo.io is seeking a proactive, data-driven Account Advocate Team Lead to guide and elevate our growing team of Account Advocates. This team plays a critical role in Apollo’s customer lifecycle, specializing in billing inquiries, renewals, downgrades, refund assessments, and high-touch retention conversations with customers considering cancellation. As Team Lead, you will ensure your team consistently delivers exceptional customer experiences while also protecting revenue, reducing churn, and uncovering meaningful insights about customer sentiment and product fit. You’ll be responsible for coaching advocates in negotiation, objection handling, billing acumen, and customer empathy—empowering them to confidently navigate complex, emotionally charged interactions. In this role, you will partner closely with Support, Finance, Sales, Customer Success, and Product teams to streamline billing processes, advocate for customer improvements, and create repeatable playbooks that improve both efficiency and outcomes. This is a highly impactful leadership role that blends people management, operational excellence, financial understanding, and customer retention strategy. Responsibilities Team Leadership Development Mentor and coach Account Advocates on renewal management, churn prevention, negotiation techniques, and maintaining empathy during high-stakes conversations. Provide structured feedback to improve product knowledge, billing accuracy, and objection-handling confidence. Identify skill gaps and design targeted training programs supporting career growth across Support, Sales, Finance, or Customer Success. Conduct regular 1:1s, career development sessions, and performance reviews with clear goals and accountability. Performance Management Operational Excellence Monitor and analyze key team metrics (e.g., save rate, renewal rate, churn reasons, refund accuracy, CSAT, handle time). Implement data-driven coaching strategies to improve consistency, reduce avoidable churn, and ensure policy adherence. Optimize workflows, escalation procedures, and billing operations to create a seamless experience for customers. Partner with Support leadership to build knowledge bases, renewal playbooks, policy documentation, and call scripts. Customer Retention Revenue Impact Oversee high-touch conversations with customers looking to downgrade or cancel, ensuring timely outreach and strategic retention efforts. Support escalated billing or refund cases requiring nuanced judgment, policy interpretation, or negotiation. Identify patterns in churn or dissatisfaction and turn these insights into actionable recommendations for Sales, Customer Success, and Product teams. Collaborate with Finance to ensure compliance, accurate provisioning, and quality control of refund and billing decisions. Cross-Functional Collaboration Work closely with Product and Engineering to escalate recurring issues impacting customer satisfaction or renewals. Partner with Sales and Customer Success ... (truncated, view full listing at source)