Customer Account Manager Sales

Burlington, United States | Posted on 08/17/2026

Location:

Remoteor 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 US region and is accountable for growing that region beyond it. This is a quota-carrying sales role, not asupport or service role.

The ACE’s mandate is threefold:protect contracted revenue through disciplined renewals, grow existing customers through expansion of the Mach7 Enterprise Imaging Platform, VNA,eUnity diagnostic viewer, and digital pathology capabilities, and acquire net-new customers within the territory. Success is measured on retained revenue, expansionrevenue, and new business, with the majority of the number coming from theinstall base.

Mach7 customers are health systems, academic medical centers, imaging centers, radiology and pathologygroups, 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 everycontract in the assigned territory; maintain a rolling 12-month renewalcalendar with no surprises inside 180 days.
• Initiate renewal conversations 9to 12 months ahead of contract expiry for enterprise agreements; 6 months forsmaller accounts.
• Lead commercial negotiation onrenewals, including pricing, term length, uplift, scope, and service levels, in partnership with Deal Desk, Finance, and Legal.
• Identify at-risk accounts earlyusing product usage, support ticket trends, executive sponsor changes, and competitive activity. Build and execute written save plans on every redaccount.
• Drive multi-year renewals anduplift capture where the value case supports it; defend against margin erosion and unmanaged discounting.

• Maintain an account plan for every account: org map, clinical and IT stakeholders, currentfootprint, whitespace, competitive landscape, and a 12 to 24 month expansionroadmap.
• Sell expansion across the portfolio, including additional modules, service lines (cardiology, pathology,ophthalmology, dermatology), additional facilities and affiliates, cloudmigration, storage growth, viewer seats, and professional services.
• Run structured Quarterly Business Reviews with named accounts that connect Mach7 outcomes to the customer’sclinical, operational, and financial goals.
• Convert customer acquisition andaffiliation activity into expansion opportunity; when a customer acquires ahospital or imaging center, the ACE is first to that conversation.
• Cultivate reference customers,case studies, podium speakers, and peer references the broader GTM organizationcan leverage.

• Own a net-new pipeline target forthe region. Prospect into health systems and imaging providers not currently onMach
  7.
• Partner with Marketing on regionaldemand generation, field events, and campaign follow-up; work inbound leads to qualification within SLA.
• Work jointly with the Partner /Channel organization, including OEMs, resellers, systems integrators, and cloudpartners, on partner-sourced and partner-influenced opportunity in territory.
• Respond to RFPs in-region, coordinating Solution Consulting, Product,Security, and Legal input.
• Displace incumbent PACS / VNAvendors through a documented competitive plan and quantified business case.

• Own an accurate monthly forecastacross renewal, expansion, and new-logo categories; commit and upsidediscipline with defensible close dates.
• Maintain CRM…