Retention Lead

About Hearth

Hearth is on a mission to empower America's small business professionals to build growing, profitable companies. In a $600B/year fragmented market where 50-80% of home services companies fail within five years, we're building the essential operational financial infrastructure to power the next generation of small businesses.

Current Metrics:

• $26M Annual Recurring Revenue (ARR)
• 30%+ Year-over-Year Growth
• 12,000+ Contractors Served
• $4B+ Annual Transaction Volume

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.

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.

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.

• 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.

• 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. 

• 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.

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

• 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.

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

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

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

• 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.

• 2+ years of experience in customer service, sales, or related fields
• Previous experience managing or mentoring teams in a fast-paced environment.
• 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.

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

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”. 

Benefits

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

Compensation:

Our total annual compensation structure includes a base and OTE/commission structure. 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.

Location

Remote

More About Us

Hearth embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. We consider for employment qualified applicants with arrest and conviction records.