Account Manager, Digital

We’re Watts. Together, we’re reimagining the future of water. We feel proud every day about what we do. We're all part of the same crucial mission, no matter what function we support -- it's to provide safe, clean water for the world, and to protect our planet's most valuable resource. What we do: For 150 years, Watts has built best-in-class products that are trusted by customers in residential and commercial settings across the world. We are at the forefront of innovation, working with cutting-edge technology to provide smart and connected, sustainable water solutions for the future. Watts is a leading brand with a quality reputation — and we have a dynamic future ahead.​ Scope of 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. Primary Job Duties and 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. Required Qualifications 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. Preferred Qualifications 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. General Applicable Company Competencies Commitment to Watts’ values of integrity, accountability, continuous improvement and innovation, and transparency. Punctuality and dependability. Ability to be flexible and adapt to changing work priorities and stressful conditions. Adherence to all personnel policies, procedures, and standards of process as implemented by Watts. Maintain productive and collaborative relationships with other Watts employees. Adherence to Watts’ seven cultural beliefs: Growth Mindset, Customer-Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action. Working Conditions While performing the job duties, you will be working remotely in an office environment. You may be required to occasionally travel to and work in the office at the Watts Water Technologie's locations for meetings, trainings, or as otherwise required by Company management. Physical Requirements : Ability to remain seated at a desk or workstation for extended periods. Ability to perform repetitive tasks like typing on a keyboard or using a mouse for extended periods. Ability to physically move around the office, organize or transport files, packages, or other office-related materials. Ability to read documents, use a computer, and perform data entry tasks. Ability to communicate clearly with management and coworkers, particularly in meetings or phone calls. Ability to operate standard office equipment such as computers, printers, phones, and copiers. Ability to occasionally lift and carry light objects, such as office supplies, documents, or small equipment. Pay Range The expected salary range for this position is $93,000 - $113,000 yearly. Actual compensation will be dependent upon individual skills, experience, qualifications, and applicable law. Nothing in this job description restricts Watts’ right to assign or reassign duties, responsibilities, and working hours/conditions to this position at any time. This position is “at will,” which means that either the employee or Watts may terminate the employment relationship at any time, with or without notice, and for any lawful reason. Watts in it for you : Please note that the following benefits apply only to permanent roles and do not apply to internship roles. Competitive compensation based on your skills, qualifications and experience Comprehensive medical and dental coverage, retirement benefits Family building benefits, including paid maternity/paternity leave 10 paid holidays and Paid Time Off Continued professional development opportunities and educational reimbursement Additional perks such as fitness reimbursements and employee discount programs Learn more about our benefit offerings here: How we work: At Watts, our culture is team-oriented and supportive. Employees here genuinely care about the quality of their work, and about each other. Our people are the heart of who we are and contribute to our longevity and continued success. And this is a place where you can have a big career. No matter your role, there are opportunities for learning and development, and your daily contributions make a meaningful impact on the lives of people who use our products and on the future of water. Watts is committed to equal employment opportunity. We follow a policy of administering all employment decisions and personnel actions without regard to race, color, religion, creed, sex, pregnancy, national origin, sexual orientation, age, physical or mental disability, genetic disposition or carrier status, marital status, military or veteran status, minorities, or any other category protected under applicable federal, state, or local law. Consistent with the obligations of state and federal law, Watts will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources.