Customer Success Manager (US)

fonio•New York, NY

1d•Onsite

About The Position

fonio.ai is a fast-growing provider of AI agents for small and medium-sized businesses, serving more than 10,000 customers across Europe, the UK, the US, and Brazil. The Technical Customer Success Manager will be the first point of contact for new US customers after they sign and will own onboarding, adoption, satisfaction, expansion, and retention across the customer lifecycle. The role involves frequent, short customer calls and video sessions with SMB owners in a range of industries. The manager will learn how each customer's business operates and configure fonio's AI phone agents to fit their needs, including prompts, call flows, knowledge bases, and integrations. They will build workflows for medium-complexity use cases and work with engineering on advanced setups, while independently troubleshooting technical issues. This is an onsite, office-first role based in or requiring relocation to New York City. The manager will work autonomously, use customer activity and usage signals to guide proactive engagement, manage their pipeline in HubSpot, identify opportunities and churn risks, and share US customer insights with Product to help shape the US go-to-market playbook.

Requirements

2–5 years of experience in Customer Success, Account Management, Implementation, Solutions Engineering, Forward Deployed Engineering, or another technical, customer-facing SaaS/B2B role.
Customer-facing experience and prior ownership of customers, rather than only providing support.
Technical ability to troubleshoot independently; familiarity with API documentation, webhooks, and error logs.
Ability to learn quickly, solve problems, and translate business problems into solutions involving prompts, workflows, and integrations.
Enjoyment of handling many short conversations with varied customers and adapting communication style.
Ability to build trust quickly by phone and video.
Genuine interest in AI and voice technology.
Structured, autonomous, results-driven approach, including willingness to test and iterate without waiting for direction.
Comfort with CRM and data-driven workflows; HubSpot is ideal.
Excellent spoken and written English.
Based in or willing to relocate to New York City for an onsite, office-first role.

Nice To Haves

Hands-on experience with n8n, Make, Zapier, Codex, Cursor, or similar tools.
Additional language skills, such as Spanish.

Responsibilities

Own a portfolio of US SMB customers throughout onboarding, adoption, expansion, and renewal.
Run a high volume of structured customer calls and video sessions.
Set up and configure customers' AI phone agents, including prompts, call flows, knowledge bases, and integrations.
Build workflows for medium-complexity use cases using tools such as n8n, Make, Zapier, APIs, and webhooks, and partner with Engineering on advanced setups.
Troubleshoot independently by reviewing API documentation, error logs, and call transcripts to find root causes.
Use customer usage signals to identify low engagement, setup friction, and expansion potential, and conduct proactive check-ins.
Identify new use cases for AI agents within customer businesses and grow accounts.
Identify churn risks early and address them.
Manage pipeline and activity autonomously in HubSpot.
Share insights from US customers with Product and help shape the US go-to-market playbook.