Fishbowl Customer Success Manager

GoTab

13h•$90,000 - $110,000

About The Position

Fishbowl is seeking a hands-on, customer-focused Manager of Customer Success to lead its Account Management and Onboarding team and oversee the health of its largest restaurant brands. The role is accountable for successful launches, retention, and the overall experience of enterprise and multi-unit customers. The manager leads and develops a team of Account and Onboarding Managers while partnering strategically with customers, GoTab teams, and senior leadership. This is a player-coach position: the manager owns a select portfolio of strategic accounts while establishing standards, processes, and operating rhythms for the broader team. The role also serves as the team’s subject matter expert on Fishbowl’s platform, including loyalty, offers, guest data, and POS integrations, and collaborates with GoTab’s Customer Success, Onboarding, Support, and Product teams as the platforms become more closely integrated. The position requires balancing team leadership with direct customer ownership, managing complex launches, diagnosing technical issues, developing accountable teams, and maintaining high standards for customer health, communication, and execution. Travel for key customer visits, launches, or team needs may be required. The manager should also be comfortable supporting customers in the UK and Australia, including occasional calls outside standard US hours.

Requirements

At least 5 years of experience in Customer Success, Account Management, or Implementation in a SaaS environment.
At least 1 year 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, including reading API documentation, tracing data between systems, and working credibly with engineers.
Ability to engage with customers at the executive level and translate complex issues into clear action plans.
Excellent verbal and written communication skills.
Strong organization and ability to manage an account portfolio, a team, and multiple launches simultaneously.
Calm, decisive leadership under pressure, with a bias toward accountability and action.
Willingness to travel for key customer visits, launches, or team needs as required.
Comfort supporting customers in the UK and Australia, including occasional calls outside standard US hours.

Nice To Haves

Experience with Fishbowl, Paytronix, Punchh, Thanx, Braze, or similar platforms.
Experience with Aloha, Toast, Micros, or other enterprise restaurant POS systems.
HubSpot experience.
Bachelor’s degree or equivalent relevant experience.

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.
Ensure each client has one named owner and a committed launch date, and quickly recover stalled launches.
Conduct weekly pipeline reviews to identify stalls, blockers, and risks early.
Keep HubSpot ownership, onboarding stages, and launch timelines accurate and current.
Directly manage a team of Account and Onboarding Managers.
Hire, onboard, coach, and performance-manage team members, focusing on skill development and career growth.
Set role expectations, account coverage, and escalation paths to support consistent team delivery.
Conduct regular 1:1s, account reviews, and pipeline inspections.
Manage a personal portfolio of strategic, high-value, or high-risk enterprise accounts.
Lead executive business reviews, renewal conversations, and escalation calls as needed.
Escalate customer issues that exceed the team’s scope or require senior judgment.
Identify expansion opportunities in 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 integrations across POS systems and provide Engineering with clear, reproducible tickets.
Partner with GoTab 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.
Use data to identify trends and systemic risks and prioritize interventions across the portfolio.
Travel for key customer visits, launches, or team needs as required.
Support customers in the UK and Australia, including occasional calls outside standard US hours.