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 Lead, you will play a pivotal role in our Customer Success team by overseeing retention initiatives, managing team performance, and driving customer satisfaction and revenue growth. This role combines strategic thinking with hands-on leadership, making it ideal for someone who thrives on results-driven work while mentoring and guiding others.

You will act as the bridge between our Retention Specialists and leadership teams, ensuring day-to-day operations run smoothly while identifying opportunities for improvement. Your ability to lead by example and inspire your team will directly impact Hearth’s mission to help small businesses thrive.

Why This Opportunity is Exciting

This role offers the chance to not only contribute to customer retention but also shape how Hearth delivers value to its customers. As a Retention Lead, your efforts will be recognized as critical to driving growth while fostering team development. You’ll have opportunities for career advancement while working in a fast-paced, mission-driven environment where your contributions truly matter.

What We’re Looking For

We need a natural leader with a strong foundation in customer retention and sales. You should excel at coaching others, solving problems creatively, and staying calm under pressure. Curiosity and resilience are essential traits—you’ll need to dig deep into customer concerns while motivating your team to achieve their best results.

You’re ambitious and results-oriented, with a proven ability to meet or exceed goals while fostering collaboration among team members. If you’re passionate about helping businesses succeed and thrive on making an impact through leadership, this role is for you.

Responsibilities

Team Leadership and Coordination

• Act as a point of contact for team members, providing real-time support and guidance during customer interactions.
• Oversee daily metrics of the retention team, ensuring tasks are completed efficiently and aligned with company goals.
• Collaborate with the Retention Manager to ensure alignment on priorities and strategies.

Performance Monitoring

• Monitor team performance against key metrics such as save rates, discount percentages, dial metrics, and other retention goals.
• Provide feedback and coaching to team members to improve their performance through regular one-on-one sessions or group training with collaboration with the Retention Manager. 

Training and Development

• Train new team members on company policies, procedures, and best practices for customer retention.
• Develop ongoing training programs to ensure continuous improvement in skills across the retention team.

Process Improvement

• Identify inefficiencies in current workflows or processes within the retention function.
• Suggest improvements that enhance operational efficiency or improve customer outcomes.

Customer Engagement

• Proactively engage with customers requesting cancellations or expressing dissatisfaction. Listen actively to their concerns and offer tailored solutions to retain their business.
• Assist customers with renewals by clearly communicating the value of our services.

Issue Resolution

• Resolve customer issues promptly by collaborating with internal teams when necessary.
• Ensure all customer concerns are fully addressed and documented for future reference.

Retention Strategies

• Develop tailored retention strategies based on customer feedback and data insights.
• Continuously refine approaches to improve overall retention rates.

Reporting & Analytics

• Track key retention metrics such as churn rates, save rates, and customer feedback.
• Provide actionable insights to leadership based on data trends.

Collaboration

• Partner with Sales, Product, and Customer Success teams to share insights that improve cross-functional alignment on customer needs.
• Identify upsell or cross-sell opportunities that align with customer goals.

Qualifications

Required:

• 2+ years of experience in customer service, sales, or related fields (leadership experience preferred).
• Strong foundation in customer-facing roles with excellent communication skills.
• Proven track record of meeting or exceeding quotas/KPIs in a high-volume environment.
• Experience using Salesforce or similar CRM systems.
• Ability to handle challenging conversations with resilience and professionalism.
• Problem-solving mindset with attention to detail and consistent follow-through.

Preferred:

• Experience in the Home Improvement/Construction vertical or adjacent industries.
• Previous experience managing or mentoring teams in a fast-paced environment.

Benefits

At Hearth, we believe in rewarding hard work while fostering a positive culture:

• Mission-driven culture rooted in values like honesty (Truth), growth (Slope), mutual benefit, and competitive greatness.
• Competitive pay structure including base salary + variable compensation tied directly to results.
• Unlimited PTO plus paid company holidays.
• Meaningful equity options.
• Comprehensive medical, dental, vision benefits.
• 401(k) retirement plan.
• Parental leave program.
• Pet insurance coverage.
• Free Employee Assistance Program (EAP).

If you’re excited about leading a dynamic team while making an impact on small businesses across America, we want to hear from you!

Our total annual compensation structure includes a base and OTE/commission structure. The base for this role is $60,000 with a $35,000 variable totaling a $95,000 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!