Customer Success Manager – Italian Market

Fonio; Wien; Hybrid; EUR 60,000 - 80,000; Full time

Benefits offered by this job

€60,000 to €80,000 OTE

Equity

Equipment of your choice

Regular team off-sites

On-site in Vienna or Barcelona office

Job summary

Fonio is seeking a Technical Customer Success Manager for Italy. You will be the main contact for Italian SMB customers after signing, owning their success, satisfaction and retention end to end. Most of your time will be on calls and in setting up or improving their AI solutions.

You will build strong relationships, surface value, and identify new use cases for AI agents to keep customers engaged. Willing to relocate to Vienna for 1–2 months at the start, with offices in Vienna or Barcelona and

Qualifications

• 2 to 5 years in Customer Success, Account Management, Forward Deployment Engineering or a technical client-facing role in SaaS or B2B.

Responsibilities

• Be the main point of contact for Italian SMB customers.

Skills

Customer Success

Account Management

SaaS / B2B

Technical Troubleshooting

English

Italian

CRM workflows

Autonomy / self-starter

Relocation willingness

API documentation reading

Tools

HubSpot

n8n

Make

Codex

Job description

About fonio fonio.ai is a market leader in AI agents for SMBs. We started with phone agents and now also cover WhatsApp, web chat, email and a full AI phone system. We’re growing fast across Europe, the UK, the US and Brazil.

We grew from $1M to $10M ARR in under 12 months, then went from $10M to $20M in about 8 weeks. Today we serve 10,000+ customers.

We move fast, take ownership, give direct feedback, and avoid politics and unnecessary meetings.

Join one of the fastest-growing companies!

The Role

As Technical Customer Success Manager for Italy, you are the main point of contact for our SMB customers once they’ve signed. You own their success, satisfaction and retention end to end. You actively build each relationship, find what drives value for the customer and make sure they get the most out of fonio. Most of your time is spent in calls and meetings with customers and on implementing or improving their setups.

What to Expect

• Portfolio ownership: Own a portfolio of Italian SMB customers across their full lifecycle with fonio.

• Customer engagement: Build relationships, surface value and find new use cases for AI agents to keep customers engaged.

• Implementation: Help customers set up their AI assistant, implement workflows for medium-complex cases and coordinate with developers on advanced setups.

• Proactive outreach: Run check-ins and proactive calls based on usage signals such as low engagement, expansion opportunities or setup friction.

• Value and retention: Maximise the value of every customer in your portfolio and spot churn risks early to act on them.

• Playbooks: Work with a ready-made pipeline and clear playbooks, with room to test your own initiatives.

• CRM: Manage your activity autonomously in HubSpot.

What You Bring

Must-haves

• 2 to 5 years in Customer Success, Account Management, Forward Deployment Engineering or a technical client-facing role in SaaS or B2B.

• Strong technical understanding, comfortable reading API documentation and error logs to troubleshoot setup issues independently.

• Native or C2 Italian and strong English.

• Structured, autonomous and results-driven.

• Builds trust with customers easily, by phone or video.

• Takes initiative, tests and iterates without waiting to be told what to do.

• Comfortable working with a CRM and data-driven workflows.

• Willing to relocate to Vienna for 1 to 2 months at the start.

Nice-to-haves

• Experience with tools like n8n, Make, Codex or similar.

• Experience with HubSpot.

• Affinity for tech and AI products.

What We Offer

• €60,000 to €80,000 OTE

• Equity

• Equipment of your choice

• Regular team off-sites

• A product customers love (4.5 stars on Trustpilot, Google and OMR)

• On-site in our Vienna or Barcelona office, in an ambitious team

Hiring Process

1. 15 min Intro Call with Talent Acquisition

2. 30 min Skill Interview (Deep dive on your technical skills of the role through a case)

3. 20 min Cultural Fit

fonio is an equal opportunity employer. We hire for talent and ownership, whatever your background is.