Technical Customer Success Manager (US)

fonio•New York, NY

About The Position

Fonio is expanding globally and hiring a Technical Customer Success Manager for the US market. The role is the primary point of contact for a cohort of small and medium-sized business customers after they sign, with end-to-end ownership of customer success, satisfaction, and retention. The manager builds customer relationships, identifies value drivers and use cases for AI agents, and helps customers get the most from fonio. Most of the work is spent in customer calls and meetings and implementing or improving customer setups. The role owns a portfolio of US SMB customers throughout their lifecycle, supports AI assistant setup, implements medium-complexity workflows, and coordinates with developers on advanced setups. It includes proactive customer check-ins informed by usage signals, identifying and addressing churn risks, maximizing customer value, and independently managing activity in HubSpot. The role works from an established pipeline and playbooks while having room to test new initiatives. The position offers a stated salary range of $70,000–$150,000, comprising base pay and uncapped commission, depending on experience, as well as equity and equipment of the employee’s choice. The successful candidate must be willing to relocate to Vienna for an initial 1–2 months.

Requirements

2–5 years of experience in Customer Success, Account Management, Forward Deployment Engineering, or a technical client-facing SaaS/B2B role.
Strong technical understanding; comfortable using API documentation and error logs to troubleshoot customer setup issues independently.
Experience with tools such as n8n, Make.com, Codex, or similar.
Native or C2 English proficiency.
Structured, autonomous, and results-driven approach.
Ability to build trust with customers by phone or video.
Takes initiative and is comfortable testing, iterating, and acting without waiting for direction.
Comfort with CRM systems, ideally HubSpot, and data-driven workflows.
Willingness to relocate to Vienna for 1–2 months initially.

Nice To Haves

Affinity for technology and AI products.

Responsibilities

Own a portfolio of US SMB customers throughout their full lifecycle.
Build customer relationships, surface value, and identify new use cases for AI agents to keep customers engaged.
Support customers in setting up their AI assistant; implement workflows for medium-complexity cases and coordinate with developers on advanced setups.
Run check-ins and proactive calls based on usage signals, including low engagement, expansion opportunities, and setup friction.
Work with the ready-made pipeline and playbooks while testing new initiatives.
Maximize the value generated from each customer in the portfolio.
Spot churn risks early and take action to address them.
Manage activity autonomously in HubSpot.