Technical Customer Success Manager

☎️ About fonio
fonio.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.

We 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.

We move fast, take ownership, give direct feedback, and avoid politics and unnecessary meetings.
Join one of the fastest-growing companies! 🚀

The role

As Technical Customer Success Manager for Brazil, you are the main point of contact for our SMB customers once they’ve signed. You own their implementation, success, satisfaction and retention end to end.
You actively build each relationship, find what drives value for the customer and make sure they get the most out of fonio. Most of your time is spent in calls and meetings with customers.

What to Expect

• Portfolio ownership: Own a portfolio of Brazilian SMB customers across their entire lifecycle with fonio.

• Customer calls: Build relationships, set up AI agents and surface value in regular calls and meetings with your customers.

• Proactive outreach: Run regular check-ins and reach out based on usage signals such as low engagement, expansion opportunities or setup friction.

• Setup support: Help customers set up their AI assistant and coordinate with our developers on more complex setups.

• Value and retention: Maximise the value of every customer in your portfolio and own churn in your cohort by spotting risks early and acting on them.

• Playbooks: Work with a ready-made pipeline and clear playbooks, with room to test your own ideas to improve them.

• CRM: Manage your activity autonomously in HubSpot.

What You Bring

Must-haves

• 2 to 5 years in Customer Success, Account Management, Sales or a similar client-facing role, ideally in SaaS or B2B.

• Strong technical understanding, comfortable reading API documentation and error logs to troubleshoot setup issues independently.

• Native or C2 Brazilian Portuguese and strong English.

• Structured, autonomous and results-driven.

• Builds trust with customers easily, by phone, video and in person.

• Takes initiative, tests and iterates without waiting to be told what to do.

• Comfortable working with a CRM and a data-driven approach to customer success.

Nice-to-haves

• Experience with tools like n8n, Make, Codex or similar.

• Experience with HubSpot.

• Affinity for tech and AI products.

What We Offer

• Competitive salary based on experience

• Equity

• CLT or PJ contract, whichever works better for you

• Health insurance

• 30 days of paid vacation

• Equipment of your choice

• Paid relocation to Vienna for about two months

• A key role in fonio’s launch in Brazil, with ownership over your customers and how we build CS there

• A 70+ person team with full transparency, direct feedback and flat hierarchies

• A product customers love (4.5 stars on Trustpilot, Google and OMR)

• On-site in our Campinas office, in an ambitious team

Hiring Process

1. 15 min Intro Call with Talent Acquisition

2. 30 min Skill Interview (Deep dive on your technical skills of the role through a case)

3. 20 min Cultural Fit

How we hire?
We're AI-native, including in hiring. AI helps us to remain efficient, but people make every decision.

fonio is an equal opportunity employer. We hire for talent and ownership, whatever your background is.
Need an adjustment in the process? Just tell us.

Please send your CV in English. Then knock us off our feet 🚀