Account Advocate (SaaS)

TL;DR

Account Advocate (SaaS): Managing complex billing, retention, and revenue-impacting challenges for a leading GTM solution with an accent on reducing churn and improving operational consistency. Focus on solving high-risk escalation cases, optimizing subscription lifecycles, and influencing product roadmaps using churn insights.

Location: Hybrid, Mexico City

Company

hirify.global is a leading AI-native go-to-market solution providing verified B2B contact data and engagement tools for over 500,000 companies globally.

What you will do

• Own and resolve the most complex, high-risk cancellation, downgrade, and billing escalation cases.
• Lead strategic retention efforts for at-risk accounts, balancing customer empathy with revenue goals.
• Define and improve operational standards, playbooks, and escalation paths for the Account Advocate function.
• Partner with Finance, Sales, Product, and Engineering to resolve systemic billing and renewal issues.
• Represent the voice of the customer in discussions regarding pricing, packaging, and policy.
• Mentor and coach other Account and Billing Advocates through case reviews and knowledge sharing.

Requirements

• 3+ years of experience in customer-facing SaaS roles (Support, Renewals, Billing Operations, or Customer Success).
• Proven success in owning complex billing, retention, or churn-prevention scenarios.
• Experience driving cross-functional improvements without formal people management authority.
• Strong proficiency with billing systems, CRMs, and subscription tooling.
• Must be based in Mexico City.

Nice to have

• Experience influencing pricing, packaging, or policy decisions.
• Exposure to churn analytics, VOC programs, or revenue operations.
• History of mentoring senior individual contributors.

Culture & Benefits

• AI-native culture focused on continuous improvement and productivity.
• Environment promoting extreme ownership, focus, urgency, and voracious learning.
• Collaborative "all for one" team culture across departments.
• High degree of autonomy and freedom to experiment with bold ideas.
• Deep investment in professional growth and impact.