Commercial Account Manager
Description
Job Title: Commercial Account Manager
Reports To: SVP of Account Management
FLSA: Exempt
Location: Remote (US), with occasional travel for customer visits and industry events
About us
120Water is a mission-driven SaaS company helping utilities and government agencies protect public health and give their communities confidence in their water. Our platform brings water data together in one place, so customers can manage compliance and run everything from sampling to resident communication without spreadsheets, binders, or guesswork.
We power the work that keeps water safe: lead service line inventories, water quality and asset compliance, sampling programs, and the public reporting that goes with all of it. The people responsible for that work are smart, busy, and stretched thin. We build for them.
We believe water is one of the most important resources in the world, and what we do directly affects communities across the country. We are building a team that cares about solving hard problems, works well across disciplines, and uses technology to make a real difference.
Our core values
People First. Empathy for operators, appreciation for regulators, and public health as the priority. We treat everyone with respect and communicate with clarity, candor, and kindness.
Mission Guided. We deliver pragmatic software that lets us have impact at scale. We move with purpose and priority to accelerate the mission.
Outcome Driven. We take a team-first approach to deliver on our commitments to customers. We earn trusted-advisor status by doing what we say we will do.
These values show up in how we review performance, how we run 1:1s, and how we talk to customers. They are the standard for how we work.
The role
You own a book of commercial accounts: mid-sized utilities and municipalities. Your responsibility is to retain every one of them, present new offerings, and make sure the people running water programs at those utilities are getting measurable value from the platform.
This is a full account ownership role. Customers span a wide range, from a single operator who needs additional support to a funded program with a champion who wants to build inside the platform. You need to recognize which customer you are working with, meet them where they are, and position the right next step. You will carry both a renewal target and an expansion target, and you will be expected to forecast each one accurately.
You will partner closely with Customer Success, Onboarding, Product, Support, and Finance. A meaningful part of this job is making sure customers get the full value of what they purchased, and knowing which teammates to bring in to make that happen.
We run this team with a high degree of transparency. Goals are visible, results are provided weekly and reviewed monthly, and feedback is specific. You will always know where you stand and what good looks like.
How you'll spend your time
Most of your week is spent with customers or preparing to be. The remainder goes to keeping your book current so the forecast reflects reality.
Customer conversations. Renewal planning, program check-ins, business reviews, discovery for new products, and ensuring projects are on track. A few times a year, you will travel for customer site visits or regional water association events.
Renewals. Every account in your book has a renewal date. You know it, you have a plan for it, and you start early. Multi-year agreements are the goal where they serve the customer.
Expansion. Identifying the next program or product that fits: sampling programs, water quality, field tools, predictive modeling, resident communication.
Forecasting and pipeline hygiene. HubSpot is the system of record. Deals are staged correctly, next steps are current, and your forecast holds up to scrutiny.
Internal coordination. Engaging onboarding, support, and product on behalf of your customers, flagging risk early, and carrying customer feedback to the people who can act on it.
Team rhythm. A weekly 1:1 with your manager, a monthly review of goals and results, a weekly pipeline update, and a team meeting focused on what is working.
What you'll do
Own retention and growth for a portfolio of commercial accounts. Renewal rate, net revenue retention, and expansion bookings are your core metrics.
Build and maintain account plans for your most strategic customers: stakeholders, products purchased, adoption, risk, and the next opportunity.
Drive renewals early. Understand contract terms, budget cycles, and decision-makers. Secure multi-year agreements where they serve the customer.
Identify and close expansion. Run structured discovery, document a clear expansion hypothesis for every growth account, and move deals through the pipeline with accurate stages and next steps.
Forecast accurately. Keep HubSpot current every week because leadership plans off your number.
Create advocates and represent the commercial customer internally. Convert satisfied customers into references, referrals, case studies, and conference speakers, and bring their perspective to product, marketing, and leadership so what we build and how we talk about it reflects what mid-sized utilities need.
Understand the regulatory environment your customers operate in: LCRR and LCRI, Consumer Confidence Reports, state primacy agency requirements, and what is changing. You do not need an engineering background, but you need to be fluent.
What you bring
5+ years in account management, customer success, or quota-carrying sales. Or equivalent experience in the water or utility industry, with working knowledge of how utilities budget, procure, and manage change orders and contract amendments.
A track record of managing customers and accounts, with results you can walk us through.
Strong organization across a large book. Your CRM is current because it is how you run your business.
Clear, direct communication with customers and colleagues.
Curiosity. You ask why, you learn how customers actually run their programs, and you keep building industry knowledge.
Nice to have
Experience selling to water utilities, municipalities, or other public sector customers, or familiarity with drinking water compliance.
HubSpot experience.
Comfort presenting at conferences or industry events.