Technical Customer Success Manager (UK) at fonio (Vienna, Austria)
fonio· Vienna, Austria· £60k–£80k·
Role details
Job description
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 UK 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 UK 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
What We Offer
- GBP 60,000–80,000 OTE
- Equity: you help build it, you should own a piece of it
- Equipment of your choice
- A product that sells itself and that customers love (4.5 stars on Trustpilot, Google, and OMR)
- Regular team offsites
- Office in Vienna or London, onsite, in an ambitious team that wants to do the most exciting work of their careers
Hiring Process
- 15 min intro call
- 30 min skill interview
- 20 min culture call with our Founders
Why work at fonio
- Rapid Growth & Impact: The company is in a phase of hypergrowth (40% MoM), and employees are "still early enough that your work will genuinely shape the culture, the product, and the company." fonio.ai/en/careers
- Culture: Described as fast, committed, and in-office by default. The team emphasizes moving fast and having fun. Most roles are Vienna-based, with the expectation of being in the office most days.
- Remote Options: Engineering roles are fully remote (within ±3 hours of CET). For other roles, there is a temporary relocation to Vienna for onboarding (1-3 months), followed by relocation to the target market.
- Relocation Support: The company sponsors travel and accommodation in Vienna for the onboarding period and offers full relocation support for moving to target markets.
- Team Size: Around 40-50 people, with plans to double by the end of the year.
- Hiring Process: A 3-4 step process: 15-minute intro call, 30-45 minute skills interview (sometimes with a case study), potentially a deeper skills or leadership interview, and a final 20-minute culture call with both founders. fonio.ai/en/careers