Customer Success Manager
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Job Description
Customer Success Manager leading enterprise onboarding, retention, and account teams for GoTab’s Fishbowl restaurant relationship platform. Supporting complex POS integrations and loyalty launches for major restaurant brands.
Responsibilities:
- Own enterprise onboarding from signed deal to first campaign, including kickoff, POS and integration setup, offer and loyalty configuration, location provisioning, training, and go-live
- Keep every client on one named owner and a committed launch date, and recover stalled launches quickly
- Run a weekly pipeline review to surface stalls, blockers, and risk early
- Keep HubSpot ownership, onboarding stages, and launch timelines accurate and current
- Directly manage a team of 2–5 Account and Onboarding Managers
- Hire, onboard, coach, and performance-manage team members with a focus on skill development and career growth
- Set clear role expectations, account coverage, and escalation paths
- Conduct regular 1:1s, account reviews, and pipeline inspections
- Carry a personal portfolio of strategic, high-value, or high-risk enterprise accounts
- Lead executive business reviews, renewal conversations, and escalation calls
- Act as the point of escalation for customer issues requiring senior judgment
- Identify expansion opportunities into loyalty, mobile apps, and new locations
- Serve as the subject matter expert on Fishbowl’s loyalty, promotions, guest data, WiFi, and mobile app products
- Diagnose integration issues across POS systems and hand Engineering clear, reproducible tickets
- Partner with GoTab’s Customer Success, Onboarding, Support, and Product teams on shared customers and integration rollouts
- Translate customer feedback into priorities for product and tooling improvements
- Define and track KPIs including time to launch, onboarding backlog, retention, churn rate, and customer health
- Own and document onboarding playbooks, platform setup guides, and handoff standards
- Use data to surface trends, identify systemic risks, and prioritize interventions
Requirements:
- 5+ years of experience in Customer Success, Account Management, or Implementation in a SaaS environment
- 1+ years of experience managing or leading people
- Experience in restaurant or hospitality technology, such as guest marketing, loyalty, CRM, online ordering, or POS
- Proven track record managing enterprise, multi-unit accounts through complex rollouts
- Comfort with integrations and data: reading API documentation, following data between systems, and working credibly with engineers
- Ability to engage at the executive level with customers and translate complex issues into clear action plans
- Experience with Fishbowl, Paytronix, Punchh, Thanx, Braze, or similar platforms is a plus
- Experience with Aloha, Toast, Micros, or other enterprise restaurant POS systems is a plus
- Excellent verbal and written communication skills
- Highly organized, with the ability to manage a portfolio of accounts, a team, and multiple launches at once
- Calm, decisive leader under pressure with a bias toward accountability and action
- HubSpot experience preferred
- Willingness to travel for key customer visits, launches, or team needs as required
- Comfortable supporting customers in the UK and Australia, including occasional calls outside standard US hours
- Bachelor’s degree preferred OR equivalent relevant experience
- Must be authorized to work without employment visa sponsorship; GoTab is not able to sponsor employment visas, including F-1 OPT and H1-B
Benefits:
- Medical, Dental, & Vision insurance
- 401k with an employer match
- Generous PTO & Holidays
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