Technical Customer Success Manager (UK)

fonio.ai; Wien; On-site; EUR 70,000 - 93,000; Full time

Benefits offered by this job

Equity: ownership in the company

Equipment of your choice

Office in Vienna or London (onsite)

Job summary

fonio.ai is seeking a Technical Customer Success Manager for the UK market. You will be the primary contact for SMB customers after they sign, owning their success, satisfaction, and retention end to end.

You’ll spend most of your time in calls and meetings, implementing or improving setups and driving value from our AI agents. You’ll build relationships, troubleshoot using API docs, and coordinate with developers for advanced configurations.

Qualifications

• 2–5 years in Customer Success, Account Management, Forward Deployment Engineer or a technical client-facing SaaS/B2B role.
• Able to understand API docs and error logs to troubleshoot customer setup issues independently.
• Experience with HubSpot or similar CRM is a plus.

Responsibilities

• Own a portfolio of UK 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.

Skills

Customer-centric mindset

Strong communication

Technical troubleshooting

English proficiency

Tools

n8n

Make.com

Codex

HubSpot CRM

Job description

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 UK 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 UK 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 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

What We Offer

• GBP 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 or London, 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. 20 min culture call with our Founders