Fishbowl Customer Success Manager

GoTab is hiring a Fishbowl Customer Success Manager to lead its Account Management and Onboarding team and own the health of enterprise and multi-unit customers. The role oversees successful launches, retention, strategic account relationships, team development, and customer success processes for Fishbowl’s guest relationship management platform.

Responsibilities:

• Own 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 so the team delivers consistently
• Conduct regular 1:1s, account reviews, and pipeline inspections to keep the team focused and effective
• Carry a personal portfolio of strategic, high-value, or high-risk enterprise accounts
• Lead executive business reviews, renewal conversations, and escalation calls as needed
• Act as the point of escalation for customer issues that exceed the team’s scope or require senior judgment
• Identify expansion opportunities into loyalty, mobile apps, and new locations
• Serve as the team’s 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 clear 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 so the team does not depend on any one person
• Use data to surface trends, identify systemic risks, and prioritize interventions across the portfolio

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
• 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
• Bachelor's degree preferred OR equivalent relevant experience
• 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
• HubSpot experience preferred