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

We are looking for an experienced and ambitious individual to join our team as Director of Implementation to partner with small business owners and guide them towards product implementation with an obsessive focus on results.

We’ve learned that when combined with strategy and accountability, our customers see outsized success. You will own the first 60-days of the customer lifecycle – the mission is to turn brand new customers into brand advocates by helping them get results as quickly as possible.

You will manage a team of 8+ Onboarding Specialists who are responsible for setting up customers for success through education, training, accountability, and problem-solving, while serving as a trusted advisor.

You will join a high-performing, results-driven team that is highly collaborative and passionate about our customers. As we are a young startup, you will be expected to drive the development and improvement of our team.

What You’ll Do:

• Obsess over getting customers results as quickly and easily as possible within their first 30-60 days through a data driven iterative approach
• Manage 8+ implementation managers that work remotely. We onboard thousands of new customers to our platform each year.
• You will train, coach, and educate while serving as the direct point of contact for your team and customers
• Manage a team that is implementing Hearth’s platform and product solutions into the business operations of customers
• Create playbooks and processes to decrease time to value for new customers
• Earn trust and create professional, mutually beneficial partnerships between Hearth and new customers.
• Identify and escalate issues appropriately.
• Innovate and work across the organization (Product, Marketing, Engineering, Sales, senior leadership, etc.) to increase customer engagement and continual improvement to the customer experience

Who You Are:

As this is a unique role, we are looking for a specific combination of skills, traits, and beliefs.

• You have led a team of onboarding / implementation managers focused on getting SMBs live on a SaaS platform. You have experience using data to optimize the implementation process and you have created playbooks to help reduce time to value.
• You are results and output driven. Rather than activity and “busy work” driven. You understand the concept of leverage.
• You are consultative (the right way). You understand that means uncovering the pain points of customers and getting buy-in based on their motivations.
• You are an excellent problem solver.
• You have demonstrated strong written and verbal communication and consulting
• You are highly organized and have excellent time-management. You have the ability to prioritize competing priorities and uncover highest-leverage opportunities.
• You have experience in the trades, home services, or construction. You “get” the customer and market we are helping.
• You have a strong understanding of lending and banking. You’re able to explain to a young child how personal loans work and how interest rates are determined.
• You have thick-skin and grit. You are not easily steamrolled by tough, challenging personalities and can balance being assertive while consultative and holding others accountable.
• You have past SaaS startup experience and understand what great looks like from a customer experience standpoint

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 role can be remote or in a hybrid work environment based in New York

Compensation

In addition to the posted base salary range there will be a quarterly OTE

Benefits

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

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.