Director of Account Management & Customer Experience - East

1 hour, 39 minutes ago
Full-time
Lead
Customer and Technical Support
Mark43

Mark43

Mark43 redefines public safety software with an integrated Records Management System and a cloud-based Computer Aided Dispatch System, empowering first responders with reliable information and setting industry standards for customer support.

Professional Services
251-1K
Founded 2012
$179M raised

Description

  • Lead and develop the Account Management team responsible for renewals, upsells, and expansions.
  • Lead and develop the Customer Experience team responsible for customer health, issue resolution, and product adoption.
  • Set performance expectations, KPIs, and career development plans for the team.
  • Hire, onboard, and mentor talent as the organization scales.
  • Own East Coast renewal rate, net revenue retention, and upsell targets.
  • Forecast renewals and expansions accurately and consistently.
  • Identify growth opportunities within existing accounts, including additional products, licenses, services, and integrations.
  • Engage regularly onsite with strategic and high-impact customer accounts.
  • Build trusted relationships with command staff, CIOs, project teams, and agency leadership.
  • Lead annual executive business reviews and navigate complex public sector stakeholder environments.
  • Ensure timely resolution of RMS and CAD issues and escalate critical incidents with internal teams.
  • Drive adoption of best practices and new product capabilities while proactively monitoring customer health and mitigating risk.

Requirements

  • 8+ years of experience in Account Management, Customer Success, Sales, or related SaaS roles.
  • 3+ years of experience managing managers or multi-layered teams.
  • Proven ability to manage a sales pipeline and close upsell opportunities.
  • 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.
  • Comfort navigating complex, regulated environments.
  • Passion for mission-driven work and public safety.
  • Ability to travel frequently across the East Coast to customer sites.
  • Must be authorized to work in the country where the role is hired; visa sponsorship is not available.
  • Must be able to perform the role from an approved location in Canada, the UK, or a listed U.S. state.

Interested in this position?

Apply directly on the company website

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