Fonio Customer Success Manager (US) at Fonio owns onboarding, adoption, satisfaction, and retention for US SMB customers. Runs high volume of short, focused calls to configure AI phone agents and troubleshoot issues.
Responsibilities
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.
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
Qualification
2–5 years in Customer SuccessCustomer-facing experience is a mustTechnical enough to fix things yourselfFast learnerBuilt for volumeStructuredExcellent spoken and written EnglishHands-on experience with n8n
Required
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
Preferred
Hands-on experience with n8n, Make, Zapier, Codex/Cursor or similar
