Retention and Collection Manager

Job Overview Action Solar is seeking a proactive and results-driven Retention and Collection Manager to oversee two critical revenue-driving areas: customer retention, and collection. This individual will be responsible for maximizing lead value, supporting the sales team in closing deals, improving customer lifetime value through strategic retention efforts, and optimizing cash flow by driving efficient collections practices.

This role is ideal for someone with a strong background in sales operations, customer lifecycle management, and process improvement. The right candidate will combine data-driven decision-making with people-centric communication and leadership skills.

Duties

● Develop and execute systems to support the sales team with tools, materials, and processes that boost conversion rates and deal flow.

● Implement a strategy for lead purchasing and resale, including ROI modeling, forecasting, and vendor negotiations.

● Track lead source effectiveness, cost-per-close, and other KPIs to ensure lead efficiency and profitability.

● Present monthly reports on lead quality, cost performance, and forecasting.

● Design and implement retention campaigns aimed at reducing customer churn and enhancing the post-sale experience.

● Analyze cancellation trends, identify root causes, and work cross-functionally to address issues.

● Partner with customer service and operations to proactively resolve pain points that lead to cancellations.

● Establish retention KPIs and create automated systems (e.g., email triggers, touchpoints) to drive customer engagement and loyalty.

● Oversee all collection activity for outstanding balances, including setting follow-up cadences and escalation protocols.

● Work with the finance and operations teams to create streamlined billing, invoicing, and repayment systems.

● Track collection rates and forecast projected recoveries based on project timelines and customer behaviors.

● Identify and implement tools or vendors to improve collection efficiency and reduce outstanding AR.

● Maintain dashboards to monitor progress across lead usage, retention metrics, and collections performance.

● Provide weekly and monthly reports to leadership with insights, risks, and recommendations.

● Identify inefficiencies and propose scalable improvements across all three areas.

Qualifications

● 3–5+ years of experience in sales operations, customer retention, collections, or similar roles.

● Strong analytical and problem-solving skills, including proficiency in Excel, CRM tools, and forecasting models.

● Demonstrated ability to create and optimize cross-functional systems and workflows. ● Excellent communication skills—both written and verbal.

● Comfortable presenting data and strategic recommendations to leadership. ● Experience in the solar or home services industry is a plus.

Core Competencies

● Strategic and operational thinking

● High accountability and ownership

● Process-driven with strong attention to detail

● Excellent follow-through and organization

● Integrity and transparency

● Strong interpersonal and collaborative skills

Eligible for Performance Based Incentives.

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

- Dental insurance

- Health insurance

- Paid sick time

- Paid time off

- Vision insurance

Work Location: In person