Director of Account Management & Customer Experience - East
Mark43 is approved to hire in Canada, the UK, and 36 U.S. states, including Alabama, Arizona, California (excluding San Francisco), Colorado, Connecticut, Washington D.C., Florida, Georgia, Iowa, Idaho, Illinois, Indiana, Kansas, Massachusetts, Maryland, Maine, Michigan, Minnesota, Missouri, North Carolina, Nebraska, New Hampshire, New Jersey, New Mexico, New York, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Vermont, Washington, Wisconsin, and West Virginia. Before applying to a remote role, please ensure that you are able to perform the position in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift.
Applicants must be authorized to work for any employer in the country in which the role is being hired. We are unable to sponsor or take over sponsorship of an employment visa at this time.
Mark43’s mission is to empower communities and their governments with technology that improves safety and quality of life. We build powerful, scalable, and elegant software that sets a new standard for the tools first responders rely on every day. Our customers and end users are diverse, and we are deeply committed to building teams that reflect a wide range of perspectives, experiences, and ways of thinking.
The Director of Account Management & Customer Experience – East owns the post-sale commercial and customer success strategy for Mark43’s customers across the Eastern United States, helping public safety agencies successfully adopt, expand, and rely on the Mark43 platform to support their critical operations.
This leader manages two critical functions:
- Account Management (AM): Driving renewals, expansions, and long-term account growth while developing strategic relationships with command staff and technology leaders across our public safety accounts
- Customer Experience (CX): Ensuring customers achieve operational success on the Mark43 platform, resolving customer issues efficiently, and delivering world-class service.
You will lead, coach, and scale a high-performing team of Account Managers and Customer Experience Managers while building executive-level relationships with key customers and collaborating cross-functionally with Sales, Product, Support, and Professional Services.
This role is equal parts people leadership, revenue ownership, and customer advocacy.
Key Responsibilities
Leadership & Team Management
- Lead and develop a team of Account Managers responsible for renewals, upsells, and expansions
- Lead and develop a team of Customer Experience Managers responsible for ongoing customer health, issue resolution, and product adoption
- Set clear performance expectations, KPIs, and career development plans
- Hire, onboard, and mentor top talent as the organization scales
- Foster a customer-first, data-driven, and accountable culture
Revenue & Growth Ownership
- Own East Coast renewal rate, net revenue retention, and upsell targets
- Forecast renewals and expansions accurately and consistently
- Identify growth opportunities within existing accounts (additional products, licenses, services, integrations)
- Customer Relationships & Engagement
- Engage regularly onsite with strategic and high-impact customer accounts
- Build trusted relationships with command staff, CIOs, project teams, and other agency leadership
- Lead annual executive business reviews
- Navigate complex stakeholder environments typical of public sector organizations
Customer Experience & Outcomes
- Ensure customers receive timely, effective resolution of issues related to RMS and CAD
- Partner with Support, Product, and Engineering to escalate and resolve critical incidents
- Drive adoption of best practices and new product capabilities
- Monitor customer health signals and proactively mitigate risk
Qualifications and Requirements:
- 8+ years experience in Account Management, Customer Success, Sales, or related SaaS roles
- Proven ability to manage sales pipeline and close upsell opportunities
- 3+ years managing managers or multi-layered teams
- Proven success owning renewals and expansion revenue
- Experience with enterprise or public sector customers strongly preferred
- Strong understanding of SaaS business models and metrics
- Excellent executive presence and communication skills
- Comfortable navigating complex, regulated environments
- Passion for mission-driven work and public safety
- Ability to travel frequently across the east coast to customer sites
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Mark43 is committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed, please email recruiting@Mark43.com requesting the accommodation.