Retention Specialist

About Hearth

Hearth exists because 50-80% of small businesses in the trades (Roofers, Plumbers, etc.) fail within their first five years. Our mission is to change that forever, and empower small business contractors to build and grow successful companies.

In the last few years, we’ve built an all-in-one platform that helps SMBs grow sales, protect profits, and save time. With over 10,000 customers, Hearth is a vertical SaaS platform powered by a financial services layer that is currently powering billions in home improvement projects. We are growing, profitable in our base case, and are working to disrupt a fragmented, underserved, $600B market.

Backed by the same investors as SpaceX, Stripe, Palantir, Airbnb, Rippling, Affirm, Brex, and OpenAI (Founders Fund, 8VC, Human Capital), we aim to protect small business entrepreneurship in America, redefine what is possible in running a trades business in today’s rapidly changing world, and bring forth a future where every small business owner in the trades can succeed, despite not having a fancy pedigree, special connections, or access to deep pockets.

The Opportunity:

As a Retention Specialist at Hearth, you will play a critical role in our Customer Success team, focusing on managing inbound cancellations, running retention initiatives, and driving revenue growth. Your mission is to deeply understand our customers' needs, address their concerns, and use all available resources to retain their business. This role is ideal for someone who is motivated by results, resilient in challenging situations, and passionate about helping businesses succeed.

Why This Opportunity is Exciting:

The ideal candidate for this role is someone who is eager to leverage their unique skills to significantly impact the customer experience while developing their career and expanding their influence within the company. This opportunity is not just a job—it's a chance to use your strengths to transform customer retention and influence the overall direction of how we assist our customers. You will have the ability to shape the top of the funnel through detailed data collection and reporting, becoming a pivotal member of the company. Your efforts will be recognized as key to driving rapid company growth, and you’ll be compensated based on your results, similar to a sales rep. This is a role where your contributions truly matter.

What We're Looking For:

We’re searching for someone who’s got a natural knack for sales—you know how to ask the right questions, dig deep, and truly understand what’s bothering our customers. You’re the type of person who doesn’t just stop at the surface but uses every tool at your disposal to find solutions that work. Cold calls? Tough conversations? They don’t scare you. In fact, you thrive in those moments, staying cool and collected no matter how challenging things get.

Curiosity is in your DNA. You’re genuinely interested in our customers and passionate about helping them succeed. When the going gets tough, you don’t shy away; instead, you roll up your sleeves and get the job done, no matter what it takes. Doing the right thing is important to you—even if it’s not the easiest or most popular choice.

You’re hungry for results and not just here to clock in and out. You’re driven to make a real impact, and you see your performance as the key to controlling your own income. And let’s be honest—you’re ambitious. You’re always looking for ways to grow, improve, and move up in your career.

What you’ll do: :

• Customer Engagement: Proactively reach out to customers who have requested cancellations or expressed dissatisfaction. Listen to their concerns, identify pain points, and offer personalized solutions to retain their business.
• Issue Resolution: Address and resolve customer issues in a timely and effective manner. Collaborate with internal teams to ensure that all customer concerns are fully resolved and documented.
• Retention Strategies: Develop and implement tailored retention strategies for different customer segments, utilizing data and customer feedback to continuously improve these approaches.
• Renewal Assistance: Assist customers with the renewal process, ensuring they fully understand the value of our services and the benefits of continuing their relationship with us.
• Reporting & Analytics: Track and report on retention metrics, customer feedback, and the effectiveness of retention strategies. Provide insights and recommendations to the Retention Manager.
• Product Knowledge: Stay up-to-date on all product features, updates, and industry trends to effectively communicate the value proposition to customers.
• Collaboration: Work closely with the Sales, Product, and Customer Success teams to share insights and ensure a cohesive approach to customer retention.
• Upsell & Cross-Sell: Identify upsell and cross-sell opportunities that align with customer needs, contributing to revenue growth.

Qualifications:

• 2+ years of experience in customer service, sales, or a related field.
• Strong foundation in customer-facing roles with excellent communication and active listening skills.
• Proven track record of meeting or exceeding quotas/KPIs.
• Experience with Salesforce or similar CRM systems.
• Ability to handle high-volume, fast-paced phone interactions with resilience.
• Problem-solving and conflict resolution skills.
• Adaptability to a fast-changing environment with attention to detail and consistent follow-through.
• Customer-centric mindset with a genuine desire to help businesses succeed.

Preferred:

• Experience in the Home Improvement/Construction vertical or adjacent fields.

Benefits

• Mission-driven, values-based culture.
• Competitive pay.
• Unmatched opportunities to learn and develop; front-row seat at a fast-growing tech startup
• Unlimited PTO, plus paid company holidays.
• Meaningful equity
• Medical, dental, and vision options.
• 401(k)
• Free Employee Assistance Program
• Parental Leave Program
• Pet Insurance

Our Core Values

• Truth. We value honesty and data. We seek to understand what is reality, so we can effectively respond to it.
• Slope. Rate of change over time. We hire and reward based on a team member’s potential, capacity, and growth-mindset, rather than a fancy resume.
• Mutual Benefit. The best outcomes happen when everyone wins - customers, team members, and the company. We seek to understand each other’s aspirations and create alignment to get there.
• Competitive Greatness. We desire an opportunity and environment from which to pull the greatest versions of ourselves out into the world, rather than just a “job”.

Our total annual compensation structure includes a base and OTE/commission structure. The base for this role is $45,000 with a $32,000 variable totaling a $77,000 OTE. The expected compensation range for this position is displayed in compliance with all local/state regulations. The expected compensation range for this position is based on a number of factors, including but not limited to: individual education, qualifications, and prior work experience. The total annual compensation package will consist of a base salary and eligibility to participate in our sales commission structure.

At Hearth, we value resilience, curiosity, and a strong drive for results. We recognize that retention can be challenging, but we believe in the power of addressing each customer's unique needs. If you're excited about making a real difference in how businesses operate and grow, we want to hear from you!