Mark43

Director of Account Management – Customer Experience

Mark43

full-time

Posted on:

Location Type: Remote

Location: Alabama • Arizona • United States

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Job Level

Lead

About the role

  • Own the post-sale commercial and customer success strategy for Mark43’s customers across the Eastern United States
  • Manage two critical functions: Account Management and Customer Experience
  • Drive renewals, expansions, and long-term account growth while developing strategic relationships
  • Ensure customers achieve operational success on the Mark43 platform
  • Lead, coach, and scale a high-performing team of Account Managers and Customer Experience Managers
  • Build executive-level relationships with key customers
  • Collaborate with Sales, Product, Support, and Professional Services teams
  • Engage regularly with strategic and high-impact customer accounts
  • Navigate complex stakeholder environments typical of public sector organizations
  • Ensure timely and effective resolution of customer issues related to RMS and CAD.

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
  • Applicants must be authorized to work for any employer in the country in which the role is being hired.
  • We are unable to sponsor or take over sponsorship of an employment visa at this time.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Account ManagementCustomer SuccessSalesSaaSSales Pipeline ManagementUpsell OpportunitiesRenewalsExpansion RevenuePublic SectorEnterprise Customers
Soft Skills
LeadershipCoachingRelationship BuildingCommunicationExecutive PresenceProblem SolvingCollaborationStrategic ThinkingCustomer EngagementAdaptability