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 everyinteraction across your portfolio.You'llhelp our customers realizethe full value of their Mach7 investment by driving enterprise-wide adoption,championing their goals with senior leadership internally and externally, andbuilding relationships rooted in trust, confidence, and long-term mutualsuccess.Thisisn'tabout "managingaccounts."It'sabout setting the gold standard for service,solving complex, high-stakes problems, and showing up with heart, clarity, andpurpose. 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

Steward the installed base

Build and maintain executive-levelrelationships across your accounts, with a named executive sponsor and adocumented last-contact date for everyaccount you own

Maintain a living account map foreach customer

Spend time where the work actuallyhappens.

Monitor licensing and entitlementposture proactively, surfacing true-up conversations

Maintain a governance map: who atthe institution owns these decisions

Lead renewals and expansion

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 actualsignature authority

Create the expansion vision

Lead complex commercialconversations — renewals, expansions, billing, contract terms grounded invalue, transparency, and partnership

Anchor pricing conversations inthe customer's own metric — downtime avoided, backlog reduced, reworkeliminated — 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 youqualify to SQO

Net-new customer outside yourportfolio

Partner inbound routed per thechannel rules of engagement

Lead the function

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 ofescalation

Synthesize customer feedbacktrends 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 imagingand healthcare IT, bringing forward-looking perspective to customerstrategy

What We're Looking For
Required

Proven track recordmanaging high-value, strategic customer relationships and complex,enterprise-scale SaaS implementations

Working fluency inenterprise imaging PACS, VNA, DICOM, HL7/FHIR

Demonstrated abilityto build credibility with C-suite and executive stakeholders, while remainingequally comfortable supporting frontline users

Skilled at leadingrenewal, 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 (HubSpot)

Highly organized,strategic, and adaptable, with the ability to prioritize and lead throughambiguity in a fast-paced environment

Demonstratedaccountability and ownership of outcomes, with the judgment to make sounddecisions on behalf of customers and the business

Genuine passion formentoring others and building authentic relationships

Preferred

Extensive backgroundin radiology, clinical informatics, or health IT implementation at scale

Experiencesupporting accounts served through a channel or reseller partner

Experience with Epicor Oracle Health integration environments

Track record ofservice delivery leadership, strategic account management, or projectleadership, including mentoring team members

Advanced proficiency with Microsoft 365 and AI tools(Claude, ChatGPT, Gemini)

We recognize that candidates bring diverse experiences andbackgrounds. If you don't meet every requirement, we still encourage you toapply! Many strong candidates don't check every box. We value potential,growth, and impact as much as experience.

Who You Are

You bring extensive healthcare or healthcare IT experienceand a strong understanding of clinical and operational settings. Outgoing andapproachable, you connect well with C-level executives and frontline staff,energized by listening and learning about evolving needs. You pride yourself ondelivering exceptional customer experience, setting high standards for servicethat is thoughtful, responsive, and human. You foster strategic partnerships,communicate openly at all levels, and handle high-stakes challenges withprofessionalism, empathy, and calmness. You simplify complexity, anticipateneeds, and provide clear, confident guidance to build strong relationships. Youuse AI thoughtfully to work smarter, move faster, and create greater impact.

About Mach7
Mach7 Technologies helps healthcare organizations bring all theirmedical images together in one place so they can be easily accessed, shared,and used to support patient care. Our enterprise imaging solutions, including avendor-neutral archive (VNA), enterprise PACS, the eUnity enterprise diagnosticviewer, and teleradiology workflows, consolidate imaging from across theenterprise into a single, accessible source of truth. Built on open standards,including DICOM and a configurable HL7 engine, and free from proprietary datalock-in, our technology lets providers store, view, and share images on theirown terms. The result is a simpler, more connected imaging environment thatputs data ownership back where it belongs: with the people delivering care. Yourdata, your infrastructure, your choice.

Integrate AI into daily work

— leverage AI tools to enhanceefficiency, elevate quality, and support smarter, faster decision-making.

Applycritical human judgment to AI output

— review, validate, and take full accountability for AI-assisted work, ensuringaccuracy and reliability.

Continuouslyimprove through AI

— proactively identify opportunities to optimize processes, rethink workflows,and challenge existing approaches rather than maintaining the status quo.

Use AIresponsibly and ethically

— safeguardsensitive information, adhere to company guidelines, and actively identifyrisks such as bias, inaccuracies, or misuse.

CLIMBSCulture Code
AtMach7, our culture is rooted in CLIMBS, a mindset that guides how weshow up, collaborate, and grow each day. More than just a set of values, CLIMBSrepresents the standard we hold ourselves to and the way we approach our work,our teams, and our impact.

C

— CustomerFirst Every decision starts with the customer's perspective. Success = customeroutcomes and satisfaction.

L

— Learn & Grow Curiosity keeps us climbing. We embrace continuous learning, share knowledgefreely, and invest in each other's development.

I

— Innovatefor Impact We value meaningful, outcome-driven innovation over activity. We challenge thestatus quo and align behind real customer benefit.

M

— Minimize Complexity & Move As complex as needed but no more. Agility beats bureaucracy. We movefast and stay focused on what matters.

B

— Build GoodSh*t (Yes, intentionally memorable.) Extreme ownership, craftsmanship, and pride inhigh-quality work.

S

— Everyone Sells Not just Sales—Engineering, Product, Support, Finance, IT. We align behindcommercial success to enable company success

Mach7 Technologies is proud to be an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants, regardless of race, ethnicity, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, veteran status, genetic information, or any other protected status under the law.

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