Customer Success Lead: Medical Devices & SaaS

FotoFinder Systems GmbH; Maryland; Hybrid; USD 65,000 - 90,000; Full time

Job summary

FotoFinder Systems GmbH in Maryland, USA is seeking a Customer Success Specialist to guide customers from onboarding through renewal. You will work with Sales, RND and Product teams to ensure a positive experience with our medical devices and SaaS platform.

The role focuses on onboarding, health checks, escalations, collaborations across departments, and identifying upsell opportunities while maintaining clean data in our CS system.

Qualifications

• Experience in a customer success, account management, or key account role, ideally in a SaaS, medical device, or healthcare technology environment.
• Excellent communication and organizational skills with a customer-first mindset.
• Fluent English; German language skills are a strong plus.

Responsibilities

• Own onboarding for new customers, guiding setup and first use of imaging systems and software.
• Conduct regular account health checks to monitor satisfaction, adoption, and usage.
• Manage escalations end-to-end, coordinating with Support, Product, Sales, and Service.
• Collaborate with departments to ensure customer-facing processes run smoothly.
• Identify upsell and cross-sell opportunities and generate qualified leads.
• Manage contract extensions and upgrades for product lines, ensuring timely renewals.
• Prepare for and participate in regular business reviews, presenting performance and growth opportunities.
• Maintain accurate records in the Customer Success platform and customer database.
• Contribute to design and documentation of new processes and campaigns.

Skills

Customer Success

Account management

SaaS

Communication

Tools

CRM software

Job description

FotoFinder Systems GmbH in Maryland, USA is seeking a Customer Success Specialist to guide customers from onboarding through renewal. You will work with Sales, RND and Product teams to ensure a positive experience with our medical devices and SaaS platform.

The role focuses on onboarding, health checks, escalations, collaborations across departments, and identifying upsell opportunities while maintaining clean data in our CS system.