Customer Success Manager (US)

☎️ About fonio fonio.ai is a market leader in AI agents for SMBs. We started with phone agents and now also cover WhatsApp, web chat, email and a full AI phone system. We’re growing fast across Europe, the UK, the US and Brazil. We grew from $1M to $10M ARR in under 12 months, then went from $10M to $20M in about 8 weeks. Today we serve 10,000+ customers. We move fast, take ownership, give direct feedback, and avoid politics and unnecessary meetings. Join one of the fastest-growing companies! 🚀 THE ROLE As a Technical Customer Success Manager in the US, you are the first person every new American customer works with after signing. You own their onboarding, adoption, satisfaction and retention – end to end. This is not a ticket queue. You'll run a high volume of short, focused calls with SMB owners – dental practices, law firms, HVAC companies, med spas, real estate teams – figure out how their business runs, and turn our AI agent into something they can't live without. Some customers need you for 15 minutes, some need you to build the whole thing with them. You'll know the difference within the first two minutes of a call. And because you're first, there no structure holding you back. WHAT YOU'LL DO - Own a portfolio of US SMB customers across their full lifecycle – onboarding, adoption, expansion, renewal - Run a high volume of fast, structured customer calls and video sessions every day - Set up and configure customers' AI phone agents: prompts, call flows, knowledge bases, integrations - Build workflows for medium-complexity cases yourself (n8n, Make, Zapier, APIs, webhooks) and partner with engineering on advanced setups - Troubleshoot independently: read API docs, dig into error logs and call transcripts, find the root cause - Act on usage signals – low engagement, setup friction, expansion potential – with proactive check-ins - Find new use cases for AI agents inside each customer's business and grow the account - Spot churn risk early and fix it before it shows up in the numbers - Manage your pipeline and activity autonomously in HubSpot - Feed what you learn from US customers straight back to Product and shape the US go-to-market playbook WHO YOU ARE - 2–5 years in Customer Success, Account Management, Implementation, Solutions Engineering, Forward Deployed Engineering or another technical, customer-facing SaaS/B2B role - Customer-facing experience is a must. You've owned customers, not just supported them - Technical enough to fix things yourself. API documentation, webhooks and error logs don't scare you. Hands-on experience with n8n, Make, Zapier, Codex/Cursor or similar is a big plus - Fast learner, puzzle solver. You hear a messy business problem and immediately see which pieces – prompt, workflow, integration – solve it - Built for volume. You enjoy many short conversations with very different people – from a tech-savvy agency founder to a plumber who's never used a CRM – and adapt your style instantly - Builds trust fast on the phone and on video - Genuinely excited about AI and voice technology - Structured, autonomous, results-driven – you test, iterate and don't wait to be told what to do - Comfortable with CRM and data-driven workflows (HubSpot ideal) - Excellent spoken and written English; any additional language (e.g. Spanish) is a plus - Based in or willing to relocate to New York City – this is an onsite, office-first role WHAT WE OFFER - Lunch and dinner are on us. Every day. - The fridge is always full: Red Bull, Mate, Cola, Almdudler and more - Need a tool, course or book? It’s yours. No approval loops. - Your setup, your choice: pick the gear you want to work with - A product customers actually love: 4.5 stars on Trustpilot, Google and OMR. It mostly sells itself. - Brand-new NYC office, office-first culture with an ambitious team HIRING PROCESS 1. 15-min intro call 2. 30-min skill interview (incl. a short live setup/troubleshooting case) 3. 15-min call with our CCO 4. 20-min culture call with our founders How we hire? We're AI-native, including in hiring. AI helps us to remain efficient, but people make every decision. fonio is an equal opportunity employer. We hire for talent and ownership, whatever your background is. Need an adjustment in the process? Just tell us. Please send your CV in English. Then knock us off our feet 🚀