Customer Account Manager

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

Location: Remote or Hybrid withproximity to one of our hubs (Burlington, Waterloo, Houston)

About theRole

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 forprotecting and growing that business. This is a quota-carrying sales role, nota support or service role. As a mid-level ACE, youindependently manage a portfolio of customer relationships, lead renewals andexpansion 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 healthsystems, 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.

WhatYou'll Do

Renewals and Retention: 40%of focus

• Own the renewal forecast forassigned accounts and maintain a rolling 12-month renewal calendar with clearnext steps, risks, and decision timelines.
• Initiate renewal conversationswell ahead of contract expiry and coordinate internal resources to keepagreements on track.
• Lead commercial negotiations onstandard and moderately complex renewals, including pricing, term length,uplift, scope, and service levels, in partnership with Deal Desk, Finance, andLegal.
• Identify at-risk accounts usingproduct usage, support trends, stakeholder changes, and competitive activity;develop and execute written retention plans.
• Build trusted relationships withcustomer leaders and frontline stakeholders, ensuring each account has anactive executive sponsor and documented engagement plan.

Account Growth and Expansion:35% of focus

• Maintain account plans forassigned customers, including stakeholder maps, current footprint, whitespace,competitive landscape, technical profile, and a 12 to 24 month expansionroadmap.
• Develop and close expansionopportunities across the Mach7 portfolio, including additional modules, servicelines, facilities, storage, viewer seats, cloud migration, and professionalservices.
• Lead structured business reviewsand 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, andtechnology modernization initiatives.
• Cultivate customer references,case studies, peer connections, and other opportunities that strengthen thebroader go-to-market organization.

New Logo Development inTerritory: 25% of focus

• Build and manage a net-newpipeline within the assigned region, prospecting into healthcare organizationsthat are a strong fit for Mach7.
• Partner with Marketing on regionalcampaigns, events, and inbound lead follow-up, progressing qualifiedopportunities through the sales process.
• Collaborate with channel partners,solution consultants, and internal subject matter experts on partner-sourcedand partner-influenced opportunities.
• Contribute to RFPs, RFIs, andpublic-sector tenders by coordinating input from Product, Security, Legal, andSolution Consulting.
• Develop competitive positioningand value-based business cases to support opportunities against incumbent PACSand VNA vendors.

Territory, Forecast, andCross-Functional Execution

• Maintain an accurate weeklyforecast across renewal, expansion, and new-logo opportunities, with defensibleclose 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 writtenterritory plan covering account priorities, pipeline development, customerengagement, and campaign activity.
• Coordinate Solution Consulting,Professional Services, Customer Success, Product Management, Support, andFinance around customer needs while retaining ownership of the commercialrelationship.
• Escalate and help drive resolutionof delivery, support, and product issues that may affect renewal or expansion.
• Share structured customerfeedback, competitive intelligence, feature gaps, pricing pressure, andwin/loss themes with Product, Marketing, and leadership.

WhatWe're Looking For

Required

• 3 to 5 years of experience in B2Bsales, account management, customer success, or a related commercial role,preferably in MedTech, SaaS, healthcare technology, or healthcare services
• Demonstrated track record ofmeeting commercial goals and independently managing customer relationshipsthrough renewal and growth cycles
• Strong written, verbal,negotiation, and presentation skills, with the ability to communicateeffectively with technical, clinical, and executive stakeholders
• Working knowledge of healthcareIT, medical imaging, or enterprise software environments, with the ability tolearn technical concepts quickly
• Experience using a CRM to maintainaccurate account, opportunity, and forecast data
• Ability to organize competingpriorities, operate with sound judgment, and move work forward in a fast-pacedenvironment
• Demonstrated accountability andownership of customer and business outcomes
• Willingness to travel withinassigned region (up to 20%)

Preferred

• Experience selling or supportingenterprise imaging, PACS, VNA, DICOM, HL7/FHIR, digital pathology, or relatedhealthcare technology solutions
• Experience leading renewals,expansion opportunities, and commercial negotiations in a multi-stakeholderenvironment
• Familiarity with structured salesmethodologies such as MEDDIC, Challenger, Sandler, or similar
• Experience working with channelpartners, resellers, systems integrators, or public-sector procurementprocesses
• Proficiency with Microsoft 365,HubSpot, and AI tools such as Claude, ChatGPT, or Gemini

We recognize that candidates bringdiverse experiences and backgrounds. If you don’t meet every requirement, westill encourage you to apply! Many strong candidates don’t check every box. Wevalue potential, growth, and impact as much as experience.

About Mach7

Mach7Technologies helps healthcare organizations bring all their medical imagestogether in one place so they can be easily accessed, shared, and used tosupport 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 data lock-in,our technology lets providers store, view, and share images on their own terms.The result is a simpler, more connected imaging environment that puts dataownership back where it belongs: with the people delivering care. Your data,your infrastructure, your choice.

• Integrate AI into daily work — leverageAI tools to enhance efficiency, elevate quality, and support smarter, fasterdecision-making.
• Apply critical human judgment to AI output — review,validate, and take full accountability for AI-assisted work, ensuring accuracyand reliability.
• Continuously improve through AI —proactively identify opportunities to optimize processes, rethink workflows,and challenge existing approaches rather than maintaining the status quo.
• Use AI responsibly and ethically — safeguardsensitive information, adhere to company guidelines, and actively identifyrisks such as bias, inaccuracies, or misuse.
  

At Mach7, our culture is rooted inCLIMBS, a mindset that guides how we show up, collaborate, and grow eachday. More than just a set of values, CLIMBS represents the standard we holdourselves to and the way we approach our work, our teams, and our impact.

C — Customer First 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 — Innovate for 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 Good Sh*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.