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 an Account Advocate located in Mexico City 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. RESPONSIBILITIES CUSTOMER RETENTION & REVENUE IMPACT * 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 * 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. CROSS-FUNCTIONAL INFLUENCE * 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. MENTORSHIP & ORGANIZATIONAL IMPACT * 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. SKILLS & QUALIFICATIONS REQUIRED * 3+ years of experience in customer-facing SaaS roles (Support, Renewals, Billing Operations, 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. PREFERRED * 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. WE ARE AI NATIVE Apollo.io is an AI-native company built on a culture of continuous improvement. We’re on the front lines of driving productivity for our customers—and we expect the same mindset from our team. If you're energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here. WHY YOU’LL LOVE WORKING AT APOLLO At Apollo, we’re driven by a shared mission: to help our customers unlock their full revenue potential. That’s why we take extreme ownership of our work, move with focus and urgency, and learn voraciously to stay ahead. We invest deeply in your growth, ensuring you have the resources, support, and autonomy to own your role and make a real impact. Collaboration is at our core—we’re all for one, meaning you’ll have a team across departments ready to help you succeed. We encourage bold ideas and courageous action, giving you the freedom to experiment, take smart risks, and drive big wins. If you’re looking for a place where your work matters, where you can push boundaries, and where your career can thrive—Apollo is the place for you.  Learn more here!