DescriptionION Solar is a rapidly expanding, full-service residential solar company with a strong nationwide presence. Our dedicated team is committed to making solar energy accessible and affordable for homeowners across the country.
We are actively seeking a Retention Manager to lead our solar retention and resolution efforts. This role functions as a dual-role player-coach, combining individual production responsibilities with people leadership and process ownership.
The ideal candidate leads from the front—actively saving deals, securing financing, and problem-solving complex customer situations—while also training, coaching, and scaling a high-performing retention team. This individual will be trusted to step in when metrics are at risk, prove value through personal production, and build long-term systems that improve retention, revenue, and customer outcomes.
Individual Production & Deal Resolution (Player Role):
- Actively work retention cases, including: Saving cancel requests, re-securing financing for expired or declined credit, resolving additional cost scenarios (change orders, scope changes, price increases)
- Step in during high-volume periods or when the team is falling behind key metrics
- Lead by example by being on the phones, handling escalations, and closing difficult retention cases
- Resell customers on additional costs and identify creative financing solutions to prevent deal fallout
- Utilize solar lending options (HIL, PPA, lenders, restructuring) to fit customer needs
- Demonstrate value early by personally hitting or exceeding retention and financing metrics
Team Leadership & Management
- Train, coach, and develop retention specialists through: One-on-one coaching, call reviews, process reinforcement, and skill development
- Build trust with the team by leading from the front and remaining actively involved in production
- Forecast department goals and hold the team accountable to KPIs
- Reassign customers as needed (credit expirations, capacity shifts, escalations)
- Manage performance, identify gaps, and implement improvement plans
Process Improvement & Reporting
- Design and implement scalable retention processes to increase efficiency and save revenue
- Create and maintain reports and dashboards (Salesforce preferred)
- Track and analyze metrics related to: cancellation rates, save rates, financing re-approvals, and additional cost resolution
- Develop internal sales/retention materials to support the team
- Continuously optimize workflows to reduce deal fallout and improve customer experience
Qualifications & Experience
- A high school diploma or equivalent is required
- Solar industry experience strongly preferred
- Strong understanding of: Solar pricing and change orders, solar lending (HIL, PPA, lender guidelines), financing problem solving and restructuring
- Proven experience as a player-coach or hands-on manager
- Demonstrated success in retention, sales, or resolution roles
- Experience training and coaching individuals to higher performance
- Salesforce experience (reports, dashboards, pipeline management)
- Strong problem-solving skills with the ability to think outside the box
- Comfortable handling escalations and high-pressure situations
What Success Looks Like
- Reduced cancellation rates
- Increased save rates on at-risk deals
- Improved financing recovery and additional cost resolution
- Strong team performance driven by trust, coaching, and accountability
- Clear, actionable reporting and forecasting
- Fewer deals walked away from due to lack of solutions
Why This Role Matters
This role is critical to protecting revenue, customer experience, and operational momentum. We’re looking for a leader who can do the work, teach the work, and build the system—not someone who manages from the sidelines.
Compensation/Benefits:
- Salary: $100,000+ annually (DOE – Depending on Experience)
- Health/Vision/Dental Insurance
- 401(k)
- Paid time off and paid holidays
- Paid birthday off
ION Solar is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, familial status, gender identity, national origin, veteran or disability status, or any other protected class.
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