Technical Customer Success Manager (US)

fonio; New York (NY); Hybrid; USD 70,000 - 150,000; Full time

Benefits offered by this job

Equity stake

Equipment of your choice

Product loved by customers

Regular team offsites

Job summary

fonio is seeking a Technical Customer Success Manager for the US market. You will be the primary point of contact for SMB customers after signup, owning their success, satisfaction, and retention end to end.

You will build relationships, surface value, implement or improve setups, and run proactive check-ins. Expect to work with HubSpot and modern automation tools (n8n, Make.com, Codex) and coordinate with developers for advanced configurations.

Qualifications

• 2–5 years in a technical customer-facing SaaS role.
• Strong technical understanding and ability to troubleshoot using API docs and logs.
• Experience with tools like n8n, Make.com, Codex.
• Native or C2 English.
• Willing to relocate to Vienna for 1–2 months.

Responsibilities

• Own a portfolio of US SMB customers across their full lifecycle.
• Build relationships, surface value, and surface new use cases for AI agents.
• Assist customers in setting up their AI assistant; implement workflows and coordinate with developers.
• Run check-ins and proactive calls based on usage signals.
• Work with a ready-made pipeline and clear playbooks; test your own initiatives.
• Maximize value generated from each customer and spot churn risks early.
• Manage activity autonomously in HubSpot.

Skills

Customer Success

Account Management

Technical understandings

Communication

Self-motivated

Tools

HubSpot

n8n

Make.com

Codex

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 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 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

• $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