Customer Experience Senior Manager, Watts 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 bycustomers in residential and commercial settings across the world.We areat theforefront of innovation, working with cutting-edge technology to provide smart andconnected, sustainable water solutions for the future. Watts is a leading brand with aquality reputation - and we have a dynamic future ahead.

Responsibilities

Customer Lifecycle Leadership

• Own the end-to-end customer journey, from sales handoff to deployment, onboarding, engagement, and renewal.
• Ensure a seamless and consistent experience across all customer touchpoints.

Team Leadership & Management

• Lead and develop the Customer Success, Applications Engineering, and Field Services teams.
• Directly manage the Customer Success team, with 3 Customer Success Managers today, ensuring accountability, performance, and alignment with strategic goals.
• Foster a culture of ownership, collaboration, and continuous improvement.

Customer Success Execution

• Ensure customers are properly onboarded, trained, and actively engaged with Watts SaaS products.
• Maintain high system uptime and responsiveness to customer inquiries.
• Deliver actionable insights and recommendations to customers to drive value realization.
• Own strategic customer relationships and ensure high satisfaction and retention.

Customer Retention & Growth

• Achieve 95%+ retention rate and drive upsell/cross-sell opportunities.
• Monitor and report on key metrics: deployment turnaround, engagement, satisfaction, and revenue growth.

Operational Excellence

• Develop and refine scalable processes, tools, and KPIs to monitor customer health and team performance.
• Standardize reporting and ensure continuous optimization of customer-facing operations.

Cross-Functional Collaboration

• Partner with Sales to align on customer expectations, pain points, and upsell opportunities.
• Collaborate with Product and Engineering to relay customer feedback and influence roadmap decisions.
• Coordinate with Field Services to ensure smooth installations and onboarding.

Customer Advocacy & Insight

• Serve as the internal voice of the customer, ensuring their needs are central to business decisions.
• Lead voice-of-customer initiatives and share insights across the organization.

Qualifications and Education Requirements

• Mindset: Customer-obsessed, data-driven, collaborative, and agile
• Education: Bachelor's degree in Business, Marketing, Engineering, or related field
• Experience: 10+ years in customer success, customer experience, or related roles in SaaS or technical B2B environments
• Leadership: Proven experience managing cross-functional teams and driving alignment across departments
• Customer-Centric Skills: Strong interpersonal, communication, and relationship-building skills
• Technical Acumen: Familiarity with SaaS platforms, CRM systems, and customer success tools
• Strategic Thinking: Ability to analyze data, identify trends, and develop strategies that drive customer outcomes
• Execution-Oriented: Comfortable operating in a fast-paced, startup-like environment within a larger organization.

Key Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Advocacy - Champions the customer's voice and ensures their success
• Leadership - Inspires and motivates teams to deliver exceptional results
• Problem Solving - Uses data and insights to drive decisions and resolve issues
• Communication - Clear, concise, and persuasive in both written and verbal formats
• Innovation - Continuously seeks new ways to improve the customer experience
• Planning & Organization - Prioritizes effectively and manages multiple initiatives
• Dependability - Follows through on commitments and delivers results

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: https://tapintowattsbenefits.com/

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.