Senior Customer Account Manager

Burlington, United States | Posted on 10/13/2026

As a Senior ACE, you serve as astrategic co-pilot to our most complex, highest-value customers and a mentor tothe broader ACE team. Youwon'tjust respond to needs,you'llanticipatethem, shape strategy around them, and elevate every interaction across your portfolio.

You'llhelp our customers realize the full value of their Mach7 investment by driving enterprise-wide adoption,championing their goals with senior leadership internally and externally, and building relationships rooted in trust, confidence, and long-term mutual success.

Thisisn'tabout "managing accounts."It'sabout setting the gold standard for service,solving complex, high-stakes problems, and showing up with heart, clarity, and purpose. You are the steady, experienced hand that helps healthcare heroes dowhat they do best with less friction, more confidence, and greater impact.

What You'll Do

• Build and maintain executive-level relationships across your accounts, with a named executive sponsor and adocumented last-contact date for every account you own
• Maintain a living account map foreach customer
• Spend time where the work actually happens.
• Monitor licensing and entitlement posture proactively, surfacing true-up conversations
• Maintain a governance map: who atthe institution owns these decisions

• Open the renewal runway 180 daysout for any strategic account — mapping notice periods, auto-renew terms,fiscal-year and PO cycles, security re-review, BAA refresh, and the actual signature authority
• Create the expansion vision
• Lead complex commercial conversations — renewals, expansions, billing, contract terms grounded invalue, transparency, and partnership
• Anchor pricing conversations inthe customer's own metric — downtime avoided, backlog reduced, rework eliminated — rather than defending our list price
• Serve as the first owner ofinbound inquiries originating from your accounts
• Qualify inbound against the agreedSQL criteria, and hand off cleanly:

Installed-base expansion you qualify to SQO

Net-new customer outside your portfolio

Partner inbound routed per the channel rules of engagement

• Set the standard for premium,white-glove customer experience across the ACE organization
• Lead high-stakes flight check-ins(QBRs, strategic reviews, executive briefings)
• Serve as the senior point of escalation
• Synthesize customer feedback trends and elevate them to leadership
• Partner with Flight Plan Advisors,Professional Services, and channel partners to ensure seamless, value-drivennew, renewal, and expansion opportunities
• Stay ahead of industry trends in imaging and healthcare IT, bringing forward-looking perspective to customer strategy

Required

• Proven track record managing high-value, strategic customer relationships and complex,enterprise-scale SaaS implementations
• Working fluency in enterprise imaging PACS, VNA, DICOM, HL7/FHIR
• Demonstrated abilityto build credibility with C-suite and executive stakeholders, while remaining equally comfortable supporting frontline users
• Skilled at leading renewal, expansion, and billing negotiations with professionalism, confidence,and sound commercial judgment
• Demonstrated use ofAI tools to eliminate low-judgment work.
• Comfort operating ina CRM-disciplined environment (Hub Spot)
• Highly organized,strategic, and adaptable, with the ability to prioritize and lead through ambiguity in a fast-paced environment
• Demonstrated accountability and ownership of outcomes, with the judgment to make sound decisions on behalf of customers and the business
• Genuine passion for mentoring others and building authentic relationships

Preferred

• Extensive background in radiology, clinical informatics, or health IT implementation at scale
• Experiencesupporti…