Customer Success Manager (BR)

About fonio $9M+ ARR 10,000+ customers. We got here in under 12 months. 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. But voice is just the beginning. Our vision: to become the fully automated AI suite for SMBs. 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 the world´s fastest growth stories ! Your role As Customer Success Manager for the Brazilian 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 Brazilian 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 Brazilian Portuguese, 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 • competitive salary depending on experience + Equity • CLT/PJ contract, whichever works better for you • Health insurance • 30 days of paid vacation • Equipment of your choice • A key role in fonio's launch in Brazil - real ownership over your customers and how we build CS for the Brazilian market • A 70+ 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) • Paid relocation to Vienna for approximately two months • Office in Campinas, onsite, in an ambitious team that wants to do the most exciting work of their careers Hiring Process • 15 min Intro • 30 min Deep Dive • 30 min skill with our CS Lead • 20 min culture call with founders