Retention Specialist

Position: Retention Specialist

Date Posted: June 25, 2026

Industry: Customer Success / SaaS / AI Technology / Home Improvement Tech

Employment Type: Full Time (Remote – United States)

Experience: Minimum 2+ Years in Customer Service, Sales, or Related Field

Qualification: Bachelor’s Degree Preferred or Equivalent Professional Experience

Salary: $45,000 – $77,000 USD per year (OTE / Commission Included)

Location: United States, REMOTE

Company: Hearth

Description:

Hearth is an AI-powered growth platform designed for local home improvement businesses across the United States. The company builds revenue-focused software that helps contractors manage leads, improve customer communication, and increase sales efficiency through automation and AI-driven solutions.

As a Retention Specialist, you will play a key role in the Customer Success team by managing cancellation requests, improving customer satisfaction, and driving retention strategies. This role is highly performance-driven and requires strong communication, problem-solving, and sales-oriented thinking to ensure customers continue to see value in the platform.

Key Responsibilities:

• Engage proactively with customers requesting cancellations or expressing dissatisfaction

• Identify customer pain points and provide effective retention solutions

• Resolve customer issues in coordination with internal teams

• Develop and implement retention strategies based on customer feedback and data

• Support customers through renewal processes and service continuation

• Track and report retention metrics and customer feedback performance

• Collaborate with Sales, Product, and Customer Success teams

• Identify upsell and cross-sell opportunities to drive revenue growth

• Maintain strong product knowledge and communicate value effectively

Requirements:

• Minimum 2 years of experience in customer service, sales, or related roles

• Strong communication and active listening skills

• Proven ability to meet or exceed performance KPIs or quotas

• Experience working with CRM tools such as Salesforce or similar platforms

• Ability to handle high-volume customer interactions in a fast-paced environment

• Strong problem-solving and conflict resolution abilities

• Customer-first mindset with a results-driven approach

• Comfortable with challenging conversations and objection handling

• Strong knowledge of:

• Customer retention strategies and lifecycle management

• CRM systems and sales tracking tools

• Customer success and support processes

• Data-driven decision-making and reporting

• Experience in home improvement or construction industry is a plus