Technical Customer Success Manager (US)

☎️ 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 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   WHAT YOU BRING MUST-HAVES - 2–5 years in Customer Success, Account Management, Forward Deployed Engineering, or another technical client-facing role in SaaS/B2B - Strong technical understanding: you’re comfortable reading API documentation and error logs to troubleshoot customer setup issues independently - Native-level or C2 English - You build trust easily with customers, by phone or video - Structured and autonomous: you take initiative, test, iterate, and don’t wait to be told what to do - Based in New York City or willing to relocate there. This is an onsite, office-first role - Willing to spend the first 1–2 months in Vienna for onboarding NICE-TO-HAVES - Hands-on experience with AI and automation tools such as n8n, Make, Codex, or similar - Experience with a CRM (ideally HubSpot) and data-driven workflows   WHAT WE OFFER - $70,000–$150,000 (based on experience) - Equity: you help build it, you should own a piece of it - Relocation support - Daily lunch and dinner - Equipment of your choice - Regular team off-sites - On-site in Vienna, working directly with the core-teams   HIRING PROCESS 1. 15 min intro call with Talent Acquisition 2. 30 min skill interview with a Roleplay 3. 20 min Call with our CCO 4. 20 min Cultural Fit How we hire? We're AI-native, including in hiring. AI helps us to remain efficient, but people make every decision. fonio is an equal opportunity employer. We hire for talent and ownership, whatever your background is. Need an adjustment in the process? Just tell us. Please send your CV in English. Then knock us off our feet 🚀