Customer Success Manager - Polish Market

ABOUT FONIO We grew from $1M to $10M ARR in under 12 months and now serve 10,000+ customers. Fonio is Europe’s market leader for AI phone agents for SMBs. Now we’re expanding globally and into new products. We move fast, take ownership, give direct feedback, and avoid politics and unnecessary meetings. Join one of Europe’s fastest-growing companies. YOUR ROLE As Technical Customer Success Manager for the Polish 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 YOU'LL DO - Own a portfolio of Polish SMB customers across their entire lifecycle with fonio - Spend most of your time in calls and meetings with customers — building relationships, surfacing value, and keeping them engaged - Run regular check-ins and trigger proactive calls based on usage signals (low engagement, expansion opportunities, setup friction, etc.) - Work with a ready-made pipeline and clear playbooks — with room to test your own initiatives and ideas to make them better - Maximize the value generated from each customer in your portfolio - Support customers in setting up their AI assistant and coordinate appointments with our developers for more complex setups - Own the churn within your cohort — spot risks early and act on them - Work autonomously in HubSpot to manage your activity YOUR PROFILE - 2–5 years in Customer Success, Account Management, Forward Deployment Engineer or a technical client-facing SaaS/B2B role - Ideally a strong technical understanding — comfortable understanding API documentation and error logs to troubleshoot customer setup issues independently - Experience with tools like n8n, make.com, codex or similar - An affinity for tech / AI products is a real plus - Native Polish, strong English skills - Structured, autonomous, and results-driven - You build trust with customers easily — by phone, video, and in person - You take initiative, test, iterate — and you don't wait to be told what to do - Comfortable with a CRM (ideally HubSpot) and a data-driven approach to customer success WHAT WE OFFER - €47,000–70,000 OTE - Equity: you help build it, you should own a piece of it - Equipment of your choice - A key role in fonio's launch in Poland — real ownership over your customers and how we build CS for the Polish market - A 40+ person team that values 100% transparency, direct feedback, and flat hierarchies - A product that sells itself and that customers love (4.5 stars on Trustpilot, Google, and OMR) - Office in Vienna or Warsaw, onsite, in an ambitious team that wants to do the most exciting work of their careers HIRING PROCESS 1. 15 min intro call 2. 30 min skill interview 3. 30 min getting to know the country's Go-to-Market manager 4. 20 min culture call with our Founders