Customer Success Specialist – Outbound – Contractor
Job Description
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
Hearth is ready to enter an inflection point of growth. To do so, we are expanding our customer success team to include a team of Outbound Customer Specialists. Your mission will be to reach out to customers, represent the company as our front-line, and drive conversations with our customer base to improve their experience with our product.
Successful candidates have the potential to be promoted to CSM (or other roles within Customer Success or Sales) within 6-9 months of strong performance.
What You’ll Do
- Achieve a daily target of 40+ outbound dials to connect with customers.
- Establish meaningful connections with customers through calls, emails, and other communication channels.
- Utilize Salesforce to track and manage customer interactions, ensuring consistent engagement and progress tracking.
- Prepare customers for scheduled training sessions, providing them with the necessary information and context to maximize the training’s value, while documenting the customer discovery for CS team members.
Who You Are
- You are hungry and determined to win. You have a clear, strong “why”.
- Strong organizational skills and attention to detail, ensuring accurate tracking and reporting of customer interactions.
- You are coachable, a fast learner, and driven by self-improvement. Tenacious, self-motivated, and goal-oriented individual who thrives in a fast-paced environment with a proven ability to work independently and take ownership of tasks without constant supervision.
- You are intelligent. You can have consultative conversations with business owners. You are a problem solver, adaptable, and articulate.
- Excellent communication and interpersonal skills, with the ability to empathize with customers and understand their needs.
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”.
Location
This a remote role
Benefits
- Mission-driven, values-based culture.
- Competitive pay.
- Unmatched opportunities to learn and develop; front-row seat at a fast-growing tech startup
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 employment for qualified applicants with arrest and conviction records.