Director of Account Management & Customer Experience - East - Remote

Overview

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.

In Short

• Lead a high-performing team of Account Managers and Customer Experience Managers.
• Drive renewals, expansions, and long-term account growth.
• Ensure customers achieve operational success on the Mark43 platform.
• Build executive-level relationships with key customers.
• Manage revenue ownership and customer advocacy.
• Engage regularly with strategic customer accounts.
• Navigate complex stakeholder environments typical of public sector organizations.
• Monitor customer health signals and proactively mitigate risk.
• Drive adoption of best practices and new product capabilities.
• Foster a customer-first, data-driven, and accountable culture.

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.

Benefits

• Opportunity to lead a dynamic team in a mission-driven organization.
• Work with diverse customers in the public safety sector.
• Engage in meaningful work that impacts communities.
• Collaborate with cross-functional teams including Sales, Product, and Support.
• Professional development and career growth opportunities.