Customer Account Manager

Burlington, United States | Posted on 10/14/2026

Location:

Remote or Hybrid with proximity to one of our hubs (Burlington, Waterloo, Houston)

The Customer Account Manager,internally referred to as an ACE, owns the total commercial relationship forMach7's installed base within an assigned region and is accountable for protecting and growing that business. This is a quota-carrying sales role, nota 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 thesingle commercial point of accountability for those relationships in-region.

• Own the renewal forecast for assigned accounts and maintain a rolling 12-month renewal calendar with clearnext steps, risks, and decision timelines.
• Initiate renewal conversation swell 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 anactive executive sponsor and documented engagement plan.

• Maintain account plans for assigned customers, including stakeholder maps, current footprint, whitespace,competitive landscape, technical profile, and a 12 to 24 month expansionroadmap.
• 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.

• 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, andpublic-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 PACSand VNA vendors.

• 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,…