Technical Customer Success Manager (US)

The role

You will be the primary point of contact for a cohort of US SMB customers. You will own customer success, satisfaction, and retention by building relationships and implementing or improving their AI assistant setups.

What you will do

• Own a portfolio of US SMB customers across their full lifecycle
• Build relationships, surface value, and find new use cases for AI agents
• Support customers in setting up their AI assistant
• Implement workflows for medium complex cases
• Coordinate with developers for advanced setups
• Run check-ins and proactive calls based on usage signals
• Maximize the value generated from each customer in your portfolio
• Spot churn risks early and act on them
• Manage your activity autonomously in HubSpot

Required qualifications

• 2–5 years in Customer Success, Account Management, Forward Deployed Engineering, or another technical client-facing role in SaaS/B2B
• Strong technical understanding: comfortable reading API documentation and error logs to troubleshoot customer setup issues independently
• Native-level or C2 English
• Build trust easily with customers, by phone or video
• Structured and autonomous
• Based in New York City or willing to relocate there
• Willing to spend the first 1–2 months in Vienna for onboarding

Nice to have

• 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

Benefits

• Equity
• Relocation support
• Daily lunch and dinner
• Equipment of your choice
• Regular team off-sites

Before you apply

• 15 min intro call with Talent Acquisition
• 30 min skill interview with a Roleplay
• 20 min Call with our CCO
• 20 min Cultural Fit
• Please send your CV in English

About the company

fonio.ai is a market leader in AI agents for SMBs. They serve 10,000+ customers and move fast, take ownership, and give direct feedback.