Technical Customer Success Manager (US)

Your Role
As Technical Customer Success Manager for the US 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 to expect
Own a portfolio of US SMB customers across their full lifecycle

Build relationships, surface value, and find new use cases for AI agents to keep customers engaged

Support customers in setting up their AI assistant; implement workflows for medium complex cases and coordinate with developers for advanced setups

Run check-ins and proactive calls based on usage signals (low engagement, expansion opportunities, setup friction)

Work with a ready-made pipeline and clear playbooks, with room to test your own initiatives

Maximize the value generated from each customer in your portfolio

Spot churn risks early and act on them

Manage your activity autonomously in HubSpot

Who We're Looking For
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 or C2 English

Structured, autonomous, results-driven

You build trust easily with customers, by phone or video

You take initiative, test, iterate, and don't wait to be told what to do

Comfortable with CRM (ideally HubSpot) and data-driven workflows

Willing to relocate to Vienna for 1–2 months initially