Director of Account Management & Customer Experience - East jobs in United States
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Mark43 · 5 hours ago

Director of Account Management & Customer Experience - East

positionNew York, NY
timeFull-time
remoteHybrid
seniorityDirector/Executive
date8+ years exp

Mark43 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 lead the post-sale commercial and customer success strategy, managing teams to ensure customer satisfaction and drive account growth across the Eastern United States.

GovTechInformation ServicesLaw EnforcementPublic SafetySoftware
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Comp. & BenefitsbadNo H1Bnote

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

Account ManagementCustomer SuccessSaaS experienceManaging managersPublic sector experienceExecutive presenceComplex environmentsMission-driven passionCommunication skills

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

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Glassdoor3.4
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Mark43 offers cloud-based public safety software for law enforcement to ensure accurate responses.
dateFounded in 2012
location
New York, New York, USA
people-size201-500 employees
web-link
http://mark43.com

Funding

Current Stage
Late Stage
Total Funding
$268.82M
2024-05-31Series E· $40M
2021-07-12Series E· $101M
2020-04-01Series D· $50M

Leadership Team

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Flo Mayr
Co-Founder
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Scott Crouch
Co-Founder and Chairman of the Board of Directors
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Recent News

Business Wire
A New Standard: Mark43 Becomes the Modern Public Safety Platform for Agencies Across Massachusetts
2026-02-03
Morningstar.com
Mark43 Welcomes Greater Manchester Mayor and Senior GMP Leaders to New UK Headquarters
2026-01-23
TechUK
Announcing the new techUK Justice and Emergency Services Council 2026-28
2026-01-20
Company data provided by crunchbase