Onboarding & Growth CS Specialist (SaaS/Med Tech)

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

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.