Customer Account Manager

Customer Account Manager (ACE
2)

The Customer Account Manager, internally referred to as an ACE, owns the total commercial relationship for Mach7's installed base within an assigned region and is accountable for protecting and growing that business. This is a quota-carrying sales role, not a support or service role. As a mid-level ACE, you independently manage a portfolio of customer relationships, lead renewals and expansion opportunities, and develop net-new business within your territory.

You bring sound commercial judgment, working knowledge of healthcare technology, and the ability to coordinate cross-functional teams around customer outcomes.

Mach7 customers are health systems, academic medical centers, imaging centers, radiology and pathology groups, and government health organizations. These are multi-year, multi-stakeholder, clinically consequential relationships. The ACE is the single commercial point of accountability for those relationships in-region.

Renewals and Retention: 40% of focus Own the renewal forecast for assigned accounts and maintain a rolling 12-month renewal calendar with clear next steps, risks, and decision timelines. Initiate renewal conversations well ahead of contract expiry and coordinate internal resources to keep agreements on track. Lead commercial negotiations on standard and moderately complex renewals, including pricing, term length, uplift, scope, and service levels, in partnership with Deal Desk, Finance, and Legal.

Identify at-risk accounts using product usage, support trends, stakeholder changes, and competitive activity; develop and execute written retention plans. Build trusted relationships with customer leaders and frontline stakeholders, ensuring each account has an active executive sponsor and documented engagement plan.

Account Growth and Expansion: 35% of focus Maintain account plans for assigned customers, including stakeholder maps, current footprint, whitespace, competitive landscape, technical profile, and a 12 to 24 month expansion roadmap. Develop and close expansion opportunities across the Mach7 portfolio, including additional modules, service lines, facilities, storage, viewer seats, cloud migration, and professional services. Lead structured business reviews and strategic check-ins that connect Mach7 outcomes to the customer's clinical, operational, and financial goals.

Recognize expansion triggers, including acquisitions, affiliations, new facilities, workflow changes, and technology modernization initiatives. Cultivate customer references, case studies, peer connections, and other opportunities that strengthen the broader go-to-market organization.

New Logo Development in Territory: 25% of focus Build and manage a net-new pipeline within the assigned region, prospecting into healthcare organizations that are a strong fit for Mach
7. Partner with Marketing on regional campaigns, events, and inbound lead follow-up, progressing qualified opportunities through the sales process. Collaborate with channel partners, solution consultants, and internal subject matter experts on partner-sourced and partner-influenced opportunities. Contribute to RFPs, RFIs, and public-sector tenders by coordinating input from Product, Security, Legal, and Solution Consulting. Develop competitive positioning and value-based business cases to support opportunities against incumbent PACS and VNA vendors.

Territory, Forecast, and Cross-Functional Execution Maintain an accurate weekly forecast across renewal, expansion, and new-logo opportunities, with defensible close dates, next steps, and risk assessments. Maintain strong CRM discipline, keeping contacts, opportunity stages, qualification fields, notes, next steps, and close dates current. Build and refresh a written territory plan covering account priorities, pipeline development, customer engagement, and campaign activity. Coordinate Solution Consulting, Professional Services, Customer Success, Product Management, Support, and Finance around customer needs while retaining ownership of the commercial relationship.

Escalate and help drive resolution of delivery, support, and product issues that may affect renewal or expansion. Share structured customer feedback, competitive intelligence, feature gaps, pricing pressure, and win/loss themes with Product, Marketing, and leadership.

What We're Looking For Required 3 to 5 years of experience in B2B sales, account management, customer success, or a related commercial role, preferably in Med…