SaaS Customer Retention & Support Associate

FieldPulse; Dallas (TX); On-site; USD 52,000 - 75,000; Full time

Job summary

FieldPulse is seeking a Customer Support Associate to join our Customer Support team at our Dallas HQ. You will own proactive outreach for at-risk accounts and manage renewals, billing conversations, and churn savings while supporting inbound chat, phone, and email coverage.

This role blends customer support with customer success to ensure customers stay successful on the FieldPulse platform. You will collaborate with cross-functional teams to resolve issues, improve account health, and drive

Qualifications

• Strong communication across phone, email, and chat.
• Comfortable handling billing conversations and difficult customer situations.
• Highly organized and able to manage multiple accounts and tasks.
• Able to stay calm under pressure and handle escalations professionally.

Responsibilities

• Retention, Renewals, and Account Ownership.
• Proactive outreach to customers with failed payments or renewal risk.
• Work to save at-risk customers through calls, email, and follow up.
• Handle cancellation requests and attempt retention when appropriate.
• Own churn save actions and document outcomes.
• Assist with deboarding process when cancellation cannot be avoided.
• Support add-on and upgrade conversations when opportunities arise.
• Billing, Escalations, and Account Support.
• Handle billing questions, payment issues, and contract questions.
• Serve as an escalation point for customers at risk of churn.
• Assist with account setup questions and post-implementation support.
• Support add-on related processes such as Engage and Twilio porting.
• Partner with Technical Support when deeper troubleshooting is required.
• Provide feedback on common customer issues and product gaps.
• Help improve processes related to retention, cancellations, and escalations.

Skills

Strong communication

Billing conversations

Organization

Calm under pressure

Quick learner

Salesforce CRM

SaaS/tech support

Tools

Salesforce

Job description

FieldPulse is seeking a Customer Support Associate to join our Customer Support team at our Dallas HQ. You will own proactive outreach for at-risk accounts and manage renewals, billing conversations, and churn savings while supporting inbound chat, phone, and email coverage.

This role blends customer support with customer success to ensure customers stay successful on the FieldPulse platform. You will collaborate with cross-functional teams to resolve issues, improve account health, and drive