Director of Account Management & Customer Experience - East

Mark43•New York City, NY

29d

About The Position

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.

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

Responsibilities

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
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)
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
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