Account Advocate

<div class="content-intro"><p><a class="notion-link-token notion-focusable-token notion-enable-hover" href="http://apollo.io/" data-token-index="0"><span class="link-annotation-7a57a4e3-9668-4c92-9fb1-a9318bf3a91b--723603012">Apollo.io</span></a> 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. <a class="notion-link-token notion-focusable-token notion-enable-hover" href="http://apollo.io/" data-token-index="2"><span class="link-annotation-7a57a4e3-9668-4c92-9fb1-a9318bf3a91b--723603012">Apollo.io</span></a> 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, <a class="notion-link-token notion-focusable-token notion-enable-hover" href="http://apollo.io/" data-token-index="4"><span class="link-annotation-7a57a4e3-9668-4c92-9fb1-a9318bf3a91b--723603012">Apollo.io</span></a> 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.</p></div><h3>The Role</h3> <p><a href="http://Apollo.io">Apollo.io</a> is seeking an <strong>Account Advocat</strong>e 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. </p> <p>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.</p> <p>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.</p> <h3>Responsibilities</h3> <h4>Customer Retention Revenue Impact</h4> <ul> <li>Own the most complex, high-risk cancellation, downgrade, and billing escalation cases.</li> <li>Lead strategic retention efforts for at-risk accounts, balancing customer empathy with policy and revenue considerations.</li> <li>Identify churn drivers and recurring billing friction, translating insights into actionable recommendations.</li> <li>Deliver measurable retention impact through targeted save strategies, credits, or remediation plans.</li> </ul> <h4>Operational Domain Leadership</h4> <ul> <li>Act as the subject-matter expert for billing, renewals, refunds, and subscription lifecycle workflows.</li> <li>Define and improve operational standards, playbooks, and escalation paths across Account Advocates and Billing Advocates.</li> <li>Own high-visibility cross-functional initiatives that improve billing accuracy, reduce escalations, or lower cost-to-serve.</li> <li>Ensure audit readiness, data quality, and consistency across billing decisions and documentation.</li> </ul> <h4>Cross-Functional Influence</h4> <ul> <li>Partner with Finance, Sales, Product, and Engineering to resolve systemic issues affecting renewals and customer trust.</li> <li>Represent the voice of the customer in pricing, packaging, and policy discussions.</li> <li>Influence product and process roadmaps using ... (truncated, view full listing at source)