Customer Success Specialist USA Full-time [m/w/x]

FotoFinder Systems GmbH; Maryland; On-site; USD 60,000 - 90,000; Full time

Job summary

FotoFinder Systems GmbH is seeking a Customer Success Specialist in Maryland, USA, to lead onboarding, adoption, and renewals for our imaging systems and software. You will guide customers through setup, monitor health metrics, and coordinate with Sales, RND, and Product teams to ensure a positive experience with our medical devices and SaaS platform.

You will manage escalations, identify upsell opportunities, and drive customer growth while maintaining accurate data in our CS system.

Qualifications

• Experience in a customer success, account management, or key account role in SaaS or healthcare tech.
• Strong technical understanding to explain medical devices and software to customers.
• Excellent communication and organizational skills with a customer-first mindset.
• Proactive, solutions-oriented mindset for handling escalations.
• Ability to collaborate across Support, Product, Sales, and Service teams.
• Comfort discussing technical details and identifying upsell opportunities.
• Data analysis skills to interpret account data and spot growth opportunities.
• Proficiency with CRM or CS software and clean data practices.
• Fluent English; German language skills are a strong plus.

Responsibilities

• Own the onboarding process for new customers, guiding setup and first use of imaging systems and software.
• Conduct regular account health checks to monitor satisfaction, product adoption, and usage, identifying risks early.
• Manage escalations end-to-end with internal teams to resolve concerns quickly.
• Collaborate with other departments to ensure smooth customer-facing processes.
• Identify upsell and cross-sell opportunities and generate qualified sales leads.
• Manage contract extensions and upgrades for mobile and stationary products, ensuring renewals.
• Prepare for and participate in business reviews with customers, presenting performance and growth opportunities.
• Maintain accurate records in the CS platform and customer database.
• Contribute to the design and documentation of new processes and campaigns.

Skills

Customer Success

Account Management

SaaS

Medical Devices

Healthcare Tech

Data Analysis

Cross-functional Collaboration

English Fluency

German Helpful

Tools

CRM Software

Job description

Location: Maryland, USA
Department: Customer Success Department
Employment Type: Full-time

About the Role

As a Customer Success Specialist, you will be the main point of contact for our customers throughout their journey with FotoFinder — from onboarding through renewal and growth. You'll work closely with Sales, RND and Product teams to ensure smooth, positive experience with our medical devices and SaaS platform.

Your responsibilities

• Own the onboarding process for new customers, guiding them through setup and first use of our mobile and stationary imaging systems and software.
• Conduct regular account health checks to monitor customer satisfaction, product adoption, and usage, proactively identifying risks before they become issues.
• Manage escalations end-to-end, coordinating with internal departments (Support, Product, Sales, and Service) to resolve customer concerns quickly and effectively.
• Collaborate closely with other departments to ensure customer-facing processes run smoothly and consistently.
• Identify upsell and cross-sell opportunities within your customer portfolio and generate qualified sales leads for the sales team.
• Manage contract extensions and upgrades for both mobile and stationary product lines, ensuring timely renewals.
• Prepare for and participate in regular business reviews with customers, presenting account performance and identifying opportunities for growth.
• Maintain accurate and up-to-date records in our Customer Success platform and customer database.
• Contribute to the design and documentation of new processes, procedures, and campaigns.

What You Bring

• Experience in a customer success, account management, or key account role, ideally in a SaaS, medical device, or healthcare technology environment.
• Solid technical understanding, with the ability to quickly grasp complex medical devices and software and explain them clearly to customers.
• Excellent communication and organizational skills, with a customer-first mindset and the ability to manage multiple accounts and priorities at once.
• A proactive and solutions-oriented way of working, especially when handling escalations.
• Skilled in complaints management and de-escalation, staying calm and professional to resolve difficult customer situations effectively.
• Strong collaboration skills, working effectively across technical, sales, support, and product teams.
• Good product understanding paired with a commercial mindset — comfortable discussing technical details as well as spotting upsell and sales opportunities.
• A relationship-building and growth mindset, continuously looking for ways to strengthen customer relationships and improve ways of working.
• Good understanding of data and statistical analysis, with the ability to interpret account data and identify potential opportunities.
• Comfort working with CRM or Customer Success software and maintaining clean, reliable data.
• Fluent English required; German language skills are a strong plus.