[Hiring] Customer Success Manager @GoTab

Role Description

Fishbowl is looking for a hands-on, customer-obsessed Manager of Customer Success to lead our Account Management and Onboarding team and own the health of our largest restaurant brands. This role is accountable for successful launches, retention, and the overall experience of Fishbowl’s enterprise and multi-unit customers. You will lead and develop a team of 3–5 Account and Onboarding Managers while serving as a strategic partner to customers, GoTab teams, and senior leadership.

The Manager of Customer Success is a true player-coach. You will carry a select portfolio of strategic accounts while setting the standards, process, and operating rhythm for the broader team. You will also be the team’s go-to expert on how the platform works, from loyalty and offers to guest data and POS integrations, and work closely with GoTab’s Customer Success, Onboarding, and Product teams as the two platforms come closer together.

You will succeed in this role if you:

• Balance team leadership with hands-on customer ownership when it matters most.
• Are energized by complex launches and getting large brands live on time.
• Can dig into a technical problem and tell a configuration issue from a product bug.
• Build and develop high-performing teams with clear accountability and growth paths.
• Hold a high bar for customer health, proactive communication, and execution.

If you are motivated by launching loyalty and guest marketing programs for some of the best-known restaurant brands, turning hard-won product knowledge into repeatable process, and building a Customer Success team that scales, this role is for you.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Medical, Dental, & Vision insurance
• 401k with an employer match
• Generous PTO & Holidays

Company Description

GoTab is fully committed to Equal Employment Opportunity and to attracting, retaining, developing, and promoting the most qualified employees without regard to their race, color, religion, creed, sex, gender, sexual orientation, gender identity, gender expression, age, national origin, genetic information, marital/familial status, disability, military status, veteran status, or any other protected status. We are dedicated to providing a work environment free from discrimination and harassment, where employees are treated with respect and dignity.

As a company, we are not able to sponsor employment visas at this time, including but not limited to F-1 OPT and H1-B.