Customer Success Manager (PL)

ABOUT FONIO

At fonio, we give AI the ability to make phone calls. We're the leading European provider of AI phone assistants, and in just over a year, more than 7,500 companies already trust us — from medical practices and law firms to enterprises like Miele, Volkswagen, and the German Red Cross.

We're now expanding into the Polish market, and we're looking for the person who will own our Polish customers after they sign up.

YOUR ROLE

As Customer Success Manager for the Polish market, you are the primary point of contact for your customer cohort (SMB) once they've signed. You own their success, satisfaction, and retention end to end.

This isn't passive account management. You actively build the relationship, identify value drivers, and make sure every customer gets the most out of fonio. You'll spend most of your time in calls and meetings with customers.

WHAT YOU'LL DO

• Own a portfolio of Polish SMB customers across their entire lifecycle with fonio
• Spend most of your time in calls and meetings with customers — building relationships, surfacing value, and keeping them engaged
• Run regular check-ins and trigger proactive calls based on usage signals (low engagement, expansion opportunities, setup friction, etc.)
• Work with a ready-made pipeline and clear playbooks — with room to test your own initiatives and ideas to make them better
• Maximize the value generated from each customer in your portfolio
• Support customers in setting up their AI assistant and coordinate appointments with our developers for more complex setups
• Own the churn within your cohort — spot risks early and act on them
• Work autonomously in HubSpot to manage your activity

YOUR PROFILE

• 2–5 years of experience in Customer Success, Account Management, Sales, or a comparable client-facing role — ideally in SaaS / B2B
• Native or C2 Polish, strong English skills
• Structured, autonomous, and results-driven
• You build trust with customers easily — by phone, video, and in person
• You take initiative, test, iterate — and you don't wait to be told what to do
• Comfortable with a CRM (ideally HubSpot) and a data-driven approach to customer success
• Ideally a strong technical understanding — comfortable reading API documentation and error logs to troubleshoot customer setup issues independently
• An affinity for tech / AI products is a real plus

WHAT WE OFFER

• €60,000–80,000 OTE
• Equity: you help build it, you should own a piece of it
• Equipment of your choice
• A key role in fonio's launch in Poland — real ownership over your customers and how we build CS for the Polish market
• A 40+ person team that values 100% transparency, direct feedback, and flat hierarchies
• A product that sells itself and that customers love (4.5 stars on Trustpilot, Google, and OMR)
• Office in Vienna or Warsaw, onsite, in an ambitious team that wants to do the most exciting work of their careers

HOW TO APPLY

Send us your CV and a few lines on why this role speaks to you. No formal cover letter required — we'd rather hear directly what interests you.

We hire on performance and passion — regardless of background, appearance, or origin.