[Remote] Customer Account Manager

Note: The job is a remote job and is open to candidates in USA. Mach7 Technologies provides enterprise medical imaging solutions for healthcare organizations. The Customer Account Manager owns commercial relationships with installed-base customers, leading renewals and account growth while developing new business within an assigned region.

Responsibilities

• 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
• 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
• 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
• 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

Skills

• 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
• 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
• Preferably in MedTech, SaaS, healthcare technology, or healthcare services

Benefits

• Remote or hybrid work with proximity to one of Mach7’s hubs (Burlington, Waterloo, or Houston)

Company Overview