Technical Customer Success Manager (DACH)

fonio; Wien; On-site; EUR 60,000 - 80,000; Full time

Benefits offered by this job

OTE: €60,000–€80,000

Equity

Equipment of your choice

Product that customers love

Regular team offsites

Vienna office onsite

Job summary

fonio is seeking a Technical Customer Success Manager for the DACH market (SMBs). You will be the primary contact after onboarding, owning the customer’s success, satisfaction, and retention end to end.

You will build relationships, surface value, and ensure customers get the most from fonio. Expect most time in calls, implementing or improving setups, and coordinating with developers for advanced configurations. Relocation to Vienna is required.

Qualifications

• 2–5 years in Customer Success, Account Management, or similar technical SaaS roles.
• Strong technical understanding; able to read API docs and logs to troubleshoot independently.
• Experience with CRM workflows and data-driven processes.

Responsibilities

• Own a portfolio of DACH SMB customers across their full lifecycle.
• Build relationships, surface value, and identify new use cases for AI agents.
• Assist in setting up AI assistants and coordinate with developers for advanced configurations.
• Run proactive check-ins and calls based on usage signals.
• Manage activity in HubSpot using clear playbooks and pipelines.
• Identify churn risks early and act to mitigate them.

Skills

Customer Success

Account Management

Technical aptitude

Communication

German fluency (native or C2)

English proficiency

Autonomous work

Tools

HubSpot

n8n

make.com

codex

Job description

About fonio

We build AI voice agents for small and medium-sized businesses so they never miss a call and can focus on the work they actually love.

Our AI handles every call automatically. But voice is just the beginning. Our vision: to build the world's first fully automated CRM.

8.000+ customers. >€5M ARR. ~30% monthly growth. Target until EOY: €30M.

We live ownership. You're responsible for your projects and tasks end-to-end. No politics, few meetings, direct feedback. At fonio you’ll build alongside the smartest and most ambitious people around.

Join us now to be part of one of Europe's most exciting growth stories!

Your Role

As Technical Customer Success Manager for the DACH 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 DACH 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 or C2 German, strong 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

What We Offer

• €60,000–80,000 OTE

• 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

• Office in Vienna, onsite, in an ambitious team that wants to do the most exciting work of their careers

Hiring Process

1. 15 min intro call

2. 30 min skill interview

3. 15 min with interview with our CCO

4. 20 min culture call with our Founders