[Hiring] Retention Specialist REMOTE USA
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
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