Team Lead, Account Advocate

📋 Description

• Lead and mentor Account Advocates in renewals, refunds, and retention.
• Coach in negotiation, billing acumen, and customer empathy.
• Partner with Support, Finance, Sales, CS, Product to improve billing.
• Develop playbooks and training to improve efficiency and outcomes.
• Monitor metrics and drive data-driven coaching to reduce churn.
• Balance policy with empathy in high-stakes interactions.

🎯 Requirements

Required

• 3+ years in SaaS customer-facing role; 1+ year in leadership.
• Proven success in retention, objections, or renewals.
• Strong analytical mindset; uses data to drive coaching and improvements.
• Excellent English fluency; simplify complex topics.
• Balance empathy with policy and finance considerations.
• Experience making judgment-based decisions on refunds or credits.

Preferred

• Familiar with Stripe, QuickBooks, Spotdraft, and Salesforce.
• Experience leading high-volume renewal workflows in SaaS.
• Understanding subscription management, provisioning, and access logic.
• Exposure to churn analytics or revenue operations.
• Experience partnering with Finance, Sales, and Product to resolve issues.

🎁 Benefits

• AI native culture and continuous improvement.
• Ownership, focus, and growth opportunities.
• Collaborative cross-functional teams.
• Resources and autonomy to own your role.
• Opportunity to push boundaries and drive big wins.