Retention Specialist

About HearthHearth is a Fintech company helping home improvement contractors grow and manage their business. Our SaaS platform provides over 14,000 contractors the financial tools they need to close more business, including financing solutions, invoicing, payment collections, insurance products, all in one, modern system designed specifically for the home improvement industry.Backed by 8VC, Founders Fund, and other prominent leaders in Silicon Valley, Hearth has raised over $50M and is one of the fastest growing companies in the home improvement space.The MissionTo us, the home improvement contractor is a true embodiment of the American Dream – skilled craftspeople who choose to start their own business to build a better life for their families and their communities. While home improvement professionals power a $500 billion per year industry and protect the homes of millions of Americans, they are typically overlooked by Wall Street and Silicon Valley, and are one of the most underserved, undercapitalized, and written-off segments of entrepreneurs.We built Hearth to tip the odds of success in their favor. Hearth is a seamless digital toolkit that helps home improvement pros win more projects, grow their sales, and save time running their business. In the last six years, we've built an industry-leading technology platform (Financing, Payments, Quotes, Contracts, and Banking), work with over 15,000 contractors, and have funded over $500 million in additional projects for home improvement pros. And, we are just getting started.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:
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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 fieldsOur Core ValuesTruth. 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". 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

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