Mark43 · 2 hours ago
Director of Account Management & Customer Experience - East
United States
Full-time
Remote
Director/Executive
8+ years expMark43 is a technology company dedicated to improving safety and quality of life for communities and their governments. The Director of Account Management & Customer Experience – East will oversee customer success strategies and manage teams responsible for account growth and customer satisfaction across the Eastern United States.
GovTechInformation ServicesLaw EnforcementPublic SafetySoftware
No H1B
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
Qualification
Required
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
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
Preferred
Experience with enterprise or public sector customers strongly preferred
Company
Mark43
Mark43 offers cloud-based public safety software for law enforcement to ensure accurate responses.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$268.82M2024-05-31Series E· $40M
2021-07-12Series E· $101M
2020-04-01Series D· $50M
Leadership Team
Flo Mayr
Co-Founder
Scott Crouch
Co-Founder and Chairman of the Board of Directors
Recent News
Morningstar.com
2026-01-23
Company data provided by crunchbase