Account Manager, Digital

Watts Water Technologies•Sunnyvale, CA

5d•$93,000 - $113,000•Remote

About The Position

The Account Manager, Digital is responsible for managing and growing a portfolio of customer accounts throughout their lifecycle. This role serves as the primary relationship owner for assigned customers, ensuring they achieve measurable business outcomes while driving retention, expansion, and long-term customer value. The Account Manager partners closely with Sales, Customer Success, Technical Support, Field Services, Marketing, Product, Finance, and Operations to deliver a consistent customer experience aligned with Nexa's vision of becoming the industry's leading Lifecycle Water Management Partner. This role is accountable for customer retention, adoption, account health, and revenue growth through renewals, expansions, cross-sell, upsell, and strategic account development activities. Through proactive engagement, consultative relationship management, and strategic account planning, the Account Manager helps customers realize value from their investment while identifying opportunities to expand Nexa's footprint within each organization. This position is not responsible for supervision of others. This position reports to the Director, Customer Experience and Revenue Operations. This role is remote within the U.S. and may support stakeholders across multiple regions and time zones.

Requirements

Bachelor's degree or equivalent combination of education and relevant experience.
3–7 years of experience in Account Management, Customer Success, Sales, Business Development, or a related customer-facing role.
Demonstrated success driving customer retention, renewals, expansion, and revenue growth within an assigned customer portfolio.
Experience developing customer relationships and identifying growth opportunities through consultative engagement and strategic account management.
Strong business acumen with the ability to translate customer goals, operational challenges, and usage data into actionable recommendations.
Proven ability to exercise sound judgment, prioritize competing business needs, and develop solutions that support customer and company objectives.
Experience collaborating cross-functionally with Sales, Product, Operations, Technical Support, Services, and other internal stakeholders.
Strong communication, presentation, relationship management, and stakeholder engagement skills.
Ability to analyze customer data and operational metrics to identify trends, risks, and opportunities.
Ability to develop and maintain expertise in company products, services, and technologies.
Ability to analyze water system data such as leak alerts, water temperature, pressure, flow rate, and related metrics to assess customer situations and provide recommendations.
Highly organized, self-motivated, accountable, and capable of managing multiple priorities simultaneously.
Willingness to travel up to 20%.
Understanding of and adherence to applicable laws, codes, policies, regulations, and safety practices and procedures, as applicable.
Must successfully establish employment eligibility and satisfactorily complete background checks, and required pre-employment testing as a condition of employment.

Nice To Haves

Experience in SaaS, IoT, facilities management, water management, infrastructure, industrial technology, or related industries.
Experience managing recurring revenue-based customer relationships and subscription business models.
Experience utilizing CRM, customer success, analytics, and business intelligence platforms.
Knowledge of water management systems, connected devices, smart building technologies, or related solutions.

Responsibilities

Own the strategic management and growth of an assigned portfolio of customer accounts, serving as the primary relationship owner throughout the customer lifecycle.
Build and maintain trusted relationships with customer stakeholders across operations, facilities, engineering, finance, and executive leadership levels.
Develop and execute strategic account plans that identify customer objectives, retention risks, growth opportunities, stakeholder engagement strategies, and long-term value creation initiatives.
Conduct regular business reviews and customer success discussions to evaluate performance, communicate value realization, and align solutions with customer goals.
Serve as a strategic advisor to customers by providing recommendations that support operational performance, risk mitigation, water management objectives, and business outcomes.
Analyze customer data, platform utilization, adoption trends, and operational metrics to identify opportunities for improvement and recommend appropriate solutions.
Monitor account health indicators and proactively develop action plans for at-risk accounts to improve adoption, satisfaction, and retention.
Drive customer engagement initiatives that increase product adoption, utilization, and overall value realization.
Identify, develop, and advance opportunities for cross-sell, upsell, site expansion, device expansion, and service expansion within existing accounts.
Lead renewal planning activities and support strategies designed to maximize gross retention, logo retention, and net revenue retention.
Build, maintain, and manage a healthy expansion pipeline through proactive account planning and customer engagement activities.
Collaborate with Sales, Finance, Product, Operations, Technical Support, and Field Services teams to develop and implement customer growth strategies and business solutions.
Develop proposals, business cases, and recommendations that demonstrate measurable value and support customer investment decisions.
Track, forecast, and communicate retention, expansion, and revenue opportunities to leadership while maintaining accurate pipeline and account information.
Advocate for customer needs and serve as the voice of the customer by communicating customer insights, market feedback, and competitive intelligence to internal stakeholders.
Coordinate cross-functional resources and account teams to resolve complex customer issues and ensure a seamless customer experience.
Support customer onboarding activities, implementation transitions, and stakeholder changes to ensure continuity and long-term success.
Analyze water system data, including leak alerts, water temperature, pressure, flow rate, and related metrics, to assess conditions remotely and provide informed recommendations to customers.
Maintain a deep understanding of Watts and Nexa products, services, technologies, industry trends, and customer operational challenges.
Support the development and adoption of account management best practices, customer engagement models, retention strategies, and operational processes that improve scalability and consistency.
Participate in initiatives that enhance customer lifecycle management, account segmentation, customer health scoring, and overall customer success outcomes.
Assume responsibility for other projects and duties as assigned by Sales Leadership or Company management.
Responsibilities directly tied to Watts values of Integrity, Accountability, Continuous Improvement, and Transparency.
Travel Requirements: Up to 20%; occasional travel for customer meetings, trainings, or internal meetings.