Technical Customer Success Manager (US)

ABOUT FONIO We grew from $1M to $10M ARR in under 12 months and now serve 10,000+ customers. Fonio is Europe’s market leader for AI phone agents for SMBs. Now we’re expanding globally and into new products. We move fast, take ownership, give direct feedback, and avoid politics and unnecessary meetings. Join one of Europe’s fastest-growing companies.   YOUR ROLE As Technical Customer Success Manager for the US market, you are the primary point of contact for your customer cohort (of SMBs) once they've signed. You own their success, satisfaction, and retention end to end. You actively build relationships, identify value drivers, and ensure every customer gets the most out of fonio. You'll spend most of your time in calls and meetings with customers and implementing or improving their setups.   WHAT TO EXPECT - Own a portfolio of US SMB customers across their full lifecycle - Build relationships, surface value, and find new use cases for AI agents to keep customers engaged - Support customers in setting up their AI assistant; implement workflows for medium complex cases and coordinate with developers for advanced setups - Run check-ins and proactive calls based on usage signals (low engagement, expansion opportunities, setup friction) - Work with a ready-made pipeline and clear playbooks, with room to test your own initiatives - Maximize the value generated from each customer in your portfolio - Spot churn risks early and act on them - Manage your activity autonomously in HubSpot   WHO WE'RE LOOKING FOR - 2–5 years in Customer Success, Account Management, Forward Deployment Engineer or a technical client-facing SaaS/B2B role - Ideally a strong technical understanding — comfortable understanding API documentation and error logs to troubleshoot customer setup issues independently - Experience with tools like n8n, make.com, codex or similar - An affinity for tech / AI products is a real plus - Native-level or C2 English - Structured, autonomous, results-driven - You build trust easily with customers, by phone or video - You take initiative, test, iterate, and don't wait to be told what to do - Comfortable with CRM (ideally HubSpot) and data-driven workflows - Willing to relocate to Vienna for 1–2 months initially - Based in or willing to relocate afterwards to New York City – this is an onsite, office-first role   WHAT WE OFFER - $70,000–$150,000 (base + uncapped commission, depending on experience) - Equity: you help build it, you should own a piece of it - Equipment of your choice - A product that sells itself and that customers love (4.5 stars on Trustpilot, Google, and OMR) - Regular team offsites   HIRING PROCESS 1. 15 min intro call 2. 30 min skill interview 3. 20 min Call with our CCO 4. 20 min culture call