{"id":3882129,"url":"https://alion.io/job/fonio-customer-success-manager-us","title":"Customer Success Manager (US)","company":{"id":672945,"name":"fonio","domain":"fonio.ai","url":"https://alion.io/company/fonio-2","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":89,"open_postings":51,"ghost_share":0,"stale_share":0.255,"repost_share":0,"time_to_fill_p50_days":66,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Cursor","optional":false},{"name":"HubSpot","optional":false},{"name":"n8n","optional":false},{"name":"OpenAI Codex","optional":false},{"name":"WhatsApp","optional":false},{"name":"Zapier","optional":false}],"status":"closed","first_seen_at":"2026-11-06T17:02:21Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-07T16:06:13Z","board_verified":false,"closed_at":"2026-11-07T16:06:13Z","days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"About fonio\nfonio.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.\nWe 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.\nWe move fast, take ownership, give direct feedback, and avoid politics and unnecessary meetings.\nJoin one of the fastest-growing companies!\nThe Role\nAs 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.\nThis 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.\nAnd because you're first, there no structure holding you back.\nWhat You'll Do\nOwn a portfolio of US SMB customers across their full lifecycle - onboarding, adoption, expansion, renewal\n\nRun a high volume of fast, structured customer calls and video sessions every day\n\nSet up and configure customers' AI phone agents: prompts, call flows, knowledge bases, integrations\n\nBuild workflows for medium-complexity cases yourself (n8n, Make, Zapier, APIs, webhooks) and partner with engineering on advanced setups\n\nTroubleshoot independently: read API docs, dig into error logs and call transcripts, find the root cause\n\nAct on usage signals - low engagement, setup friction, expansion potential - with proactive check-ins\n\nFind new use cases for AI agents inside each customer's business and grow the account\n\nSpot churn risk early and fix it before it shows up in the numbers\n\nManage your pipeline and activity autonomously in HubSpot\n\nFeed what you learn from US customers straight back to Product and shape the US go-to-market playbook\n\nWho You Are\n2-5 years in Customer Success, Account Management, Implementation, Solutions Engineering, Forward Deployed Engineering or another technical, customer-facing SaaS/B2B role\n\nCustomer-facing experience is a must. You've owned customers, not just supported them\n\nTechnical 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\n\nFast learner, puzzle solver. You hear a messy business problem and immediately see which pieces - prompt, workflow, integration - solve it\n\nBuilt 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\n\nBuilds trust fast on the phone and on video\n\nGenuinely excited about AI and voice technology\n\nStructured, autonomous, results-driven - you test, iterate and don't wait to be told what to do\n\nComfortable with CRM and data-driven workflows (HubSpot ideal)\n\nExcellent spoken and written English; any additional language (e.g. Spanish) is a plus\n\nBased in or willing to relocate to New York City - this is an onsite, office-first role\n\nWhat We Offer\nLunch and dinner are on us. Every day.\n\nThe fridge is always full: Red Bull, Mate, Cola, Almdudler and more\n\nNeed a tool, course or book? It’s yours. No approval loops.\n\nYour setup, your choice: pick the gear you want to work with\n\nA product customers actually love: 4.5 stars on Trustpilot, Google and OMR. It mostly sells itself.\n\nBrand-new NYC office, office-first culture with an ambitious team\n\nHiring Process\n15-min intro call\n\n30-min skill interview (incl. a short live setup/troubleshooting case)\n\n15-min call with our CCO\n\n20-min culture call with our founders\n\nHow we hire?\nWe're AI-native, including in hiring. AI helps us to remain efficient, but people make every decision.\nfonio is an equal opportunity employer. We hire for talent and ownership, whatever your background is.\nNeed an adjustment in the process? Just tell us.\nPlease send your CV in English. 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