Technical Customer Success Manager (US)

fonio • New York, NY

5d • $70,000 - $150,000

About The Position

Fonio is hiring a Technical Customer Success Manager for the US market. The role is the primary point of contact for a cohort of SMB 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 out of fonio. Most time is spent in customer calls and meetings and implementing or improving customer setups.

The role owns a portfolio of US SMB customers across their full lifecycle. It includes helping customers set up AI assistants, implementing workflows for medium-complexity cases, and coordinating with developers on advanced setups. The manager conducts usage-informed check-ins and proactive calls, identifies churn risks and opportunities to expand engagement, and independently manages activity in HubSpot. The position includes a ready-made pipeline and clear playbooks, with room to test personal initiatives.

The role requires an initial willingness to relocate to Vienna for 1–2 months. Compensation is $70,000–$150,000, consisting of base pay and uncapped commission, depending on experience. Equity and equipment of the employee's choice are also offered.

Requirements

• 2–5 years of experience in Customer Success, Account Management, Forward Deployment Engineering, or a technical client-facing SaaS/B2B role.
• Structured, autonomous, and results-driven.
• Build trust easily with customers by phone or video.
• Take initiative, test, iterate, and work without waiting to be told what to do.
• Comfortable with CRM and data-driven workflows.
• Willing to relocate to Vienna for 1–2 months initially.

Nice To Haves

• Strong technical understanding, including comfort reading API documentation and error logs to troubleshoot customer setup issues independently.
• Experience with tools such as n8n, Make.com, Codex, or similar.
• Affinity for technology and AI products.
• Native or C2 English.
• Experience with HubSpot.

Responsibilities

• Own a portfolio of US SMB customers across 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.
• Maximize the value generated from each customer in the portfolio.
• Identify churn risks early and act on them.
• Manage activity autonomously in HubSpot.

Benefits

• Equity.
• Equipment of your choice.
• Regular team offsites.
• Base salary plus uncapped commission, with total compensation of $70,000–$150,000 depending on experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed