Team Lead, Account Advocate (SaaS)

TL;DR

Team Lead, Account Advocate (SaaS): Leading a team that specializes in billing inquiries, renewals, downgrades, refund assessments, and high-touch retention conversations with customers considering cancellation with an accent on coaching advocates in negotiation, objection handling, and customer empathy. Focus on streamlining billing processes, advocating for customer improvements, and creating repeatable playbooks that improve both efficiency and outcomes.

Location: Office, Philippines

Company

hirify.global is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally.

What you will do

• Mentor and coach Account Advocates on renewal management, churn prevention, and negotiation techniques.
• Monitor and analyze key team metrics (e.g., save rate, renewal rate, churn reasons, refund accuracy, CSAT, handle time).
• Oversee high-touch conversations with customers looking to downgrade or cancel, ensuring timely outreach and strategic retention efforts.
• Work closely with Product and Engineering to escalate recurring issues impacting customer satisfaction or renewals.
• Serve as the final escalation point for complex billing, refund, or renewal cases.

Requirements

• 3+ years in a customer-facing role within SaaS (Support, Renewals, Customer Success, Billing Operations), with at least 1 year in a leadership or mentorship role.
• Demonstrated success in customer retention, objection handling, or renewal management.
• Strong analytical mindset; adept at using data to drive coaching, decision-making, and process improvements.
• Excellent English fluency, both written and verbal, with the ability to simplify complex topics and guide customers through emotionally charged situations.
• Proven ability to balance customer empathy with business policy and financial considerations.

Nice to have

• Familiarity with billing systems (e.g., Stripe, QuickBooks, Spotdraft) and CRM platforms (e.g., Salesforce).
• Experience leading or supporting customer renewal workflows in a high-volume SaaS environment.
• Basic understanding of subscription management, account provisioning, and user access logic.

Culture & Benefits

• 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.