Retention Manager

ION Solar•Orem, UT

2d•$100,000•Onsite

About The Position

ION 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.

Requirements

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

Responsibilities

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
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
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