Technical Customer Success Manager (DACH)

About the Position

Technical Customer Success Manager (DACH)

We are looking for a Technical Customer Success Manager for the DACH market to join our team at fonio. As the primary point of contact for our customer cohort (of SMBs), you will be responsible for their success, satisfaction, and retention end to end.

About fonio

We build AI voice agents for small and medium-sized businesses so they never miss a call and can focus on the work they actually love. Our AI handles every call automatically, and our vision is to build the world's first fully automated CRM.

8.000+ customers. >€5M ARR. ~30% monthly growth. Target until EOY: €30M.

We live ownership. You're responsible for your projects and tasks end-to-end. No politics, few meetings, direct feedback. At fonio you’ll build alongside the smartest and most ambitious people around.

Join us now to be part of one of Europe's most exciting growth stories!

Responsibilities

• Own a portfolio of DACH 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

Requirements

• 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-level or C2 German, strong 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

We Offer

• €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, 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. 15 min interview with our CCO
4. 20 min culture call with our Founders

Compensation Range: €60K - €80K