Customer Account Manager

Job Description
Title: Customer Account Manager (ACE 2)

Team: Sales

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

About the Role

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.

What You'll Do
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 Mach7.
• 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 MedTech, SaaS, healthcare technology, or healthcare services
• Demonstrated track record of meeting commercial goals and independently managing customer relationships through renewal and growth cycles
• Strong written, verbal, negotiation, and presentation skills, with the ability to communicate effectively with technical, clinical, and executive stakeholders
• Working knowledge of healthcare IT, medical imaging, or enterprise software environments, with the ability to learn technical concepts quickly
• Experience using a CRM to maintain accurate account, opportunity, and forecast data
• Ability to organize competing priorities, operate with sound judgment, and move work forward in a fast-paced environment
• Demonstrated accountability and ownership of customer and business outcomes
• Willingness to travel within assigned region (up to 20%)

Preferred

• Experience selling or supporting enterprise imaging, PACS, VNA, DICOM, HL7/FHIR, digital pathology, or related healthcare technology solutions
• Experience leading renewals, expansion opportunities, and commercial negotiations in a multi-stakeholder environment
• Familiarity with structured sales methodologies such as MEDDIC, Challenger, Sandler, or similar
• Experience working with channel partners, resellers, systems integrators, or public-sector procurement processes
• Proficiency with Microsoft 365, HubSpot, and AI tools such as Claude, ChatGPT, or Gemini

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

About Mach7

Mach7 Technologies helps healthcare organizations bring all their medical images together in one place so they can be easily accessed, shared, and used to support patient care. Our enterprise imaging solutions, including a vendor-neutral archive (VNA), enterprise PACS, the eUnity enterprise diagnostic viewer, and teleradiology workflows, consolidate imaging from across the enterprise 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 data ownership back where it belongs: with the people delivering care. Your data, your infrastructure, your choice.

AI Expectations

• Integrate AI into daily work - leverage AI tools to enhance efficiency, elevate quality, and support smarter, faster decision-making.
• Apply critical human judgment to AI output - review, validate, and take full accountability for AI-assisted work, ensuring accuracy and 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 - safeguard sensitive information, adhere to company guidelines, and actively identify risks such as bias, inaccuracies, or misuse.

CLIMBS Culture Code

At Mach7, our culture is rooted in CLIMBS,a mindset that guides how we show up, collaborate, and grow each day. More than just a set of values, CLIMBS represents the standard we hold ourselves 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 = customer outcomes and satisfaction.

L - Learn & Grow
Curiosity keeps us climbing. We embrace continuous learning, share knowledge freely, and invest in each other's development.

I - Innovate for Impact
We value meaningful, outcome-driven innovation over activity. We challenge the status quo and align behind real customer benefit.

M - Minimize Complexity & Move
As complex as needed but no more. Agility beats bureaucracy. We move fast and stay focused on what matters.

B - Build Good Sh*t
(Yes, intentionally memorable.) Extreme ownership, craftsmanship, and pride in high-quality work.

S - Everyone Sells
Not just Sales-Engineering, Product, Support, Finance, IT. We align behind commercial success to enable company success