Customer Success Manager

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Take charge of enterprise onboarding from the moment a deal is signed to the initiation of the first campaign, covering kickoff, POS and integration setup, offer and loyalty configuration, location provisioning, training, and go-live.

• Ensure that each client is assigned a dedicated owner and a confirmed launch date while swiftly addressing any stalled launches.

• Conduct weekly pipeline reviews to identify stalls, blockers, and risks at an early stage.

• Maintain accurate and up-to-date HubSpot ownership, onboarding stages, and launch timelines.

• Directly oversee a team of 2–5 Account and Onboarding Managers.

• Recruit, onboard, coach, and manage team members' performance, emphasizing skill enhancement and career progression.

• Establish clear role expectations, account coverage, and escalation procedures.

• Hold regular one-on-one meetings, account reviews, and pipeline inspections.

• Manage a personal portfolio of strategic, high-value, or high-risk enterprise accounts.

• Facilitate executive business reviews, renewal discussions, and escalation calls.

• Serve as the escalation point for customer issues that necessitate senior-level judgment.

• Identify opportunities for expansion into loyalty, mobile applications, and new locations.

• Act as the subject matter expert on Fishbowl's loyalty, promotions, guest data, WiFi, and mobile app offerings.

• Troubleshoot integration issues across POS systems and provide Engineering with clear, reproducible tickets.

• Collaborate with GoTab's Customer Success, Onboarding, Support, and Product teams on shared customers and integration rollouts.

• Convert customer feedback into actionable priorities for product and tooling enhancements.

• Define and monitor KPIs such as time to launch, onboarding backlog, retention, churn rate, and customer health.

• Own and document onboarding playbooks, platform setup guides, and handoff standards.

• Leverage data to highlight trends, pinpoint systemic risks, and prioritize interventions.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Account Management, or Implementation within a SaaS environment.

• At least 1 year of experience in managing or leading teams.

• Background in restaurant or hospitality technology, including guest marketing, loyalty programs, CRM, online ordering, or POS systems.

• Proven success in managing enterprise-level, multi-unit accounts through intricate rollouts.

• Proficient in integrations and data management: interpreting API documentation, navigating data across systems, and collaborating effectively with engineers.

• Skilled at engaging with customers at the executive level and translating complex challenges into clear action plans.

• Familiarity with Fishbowl, Paytronix, Punchh, Thanx, Braze, or similar platforms is advantageous.

• Experience with Aloha, Toast, Micros, or other enterprise restaurant POS systems is a plus.

• Exceptional verbal and written communication abilities.

• Highly organized, capable of managing a portfolio of accounts, a team, and multiple launches simultaneously.

• Composed and decisive leader under pressure, with a focus on accountability and action.

• HubSpot experience is preferred.

• Willingness to travel for essential customer visits, launches, or team requirements as needed.

• Comfortable providing support to 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 the need for employment visa sponsorship; GoTab is unable to sponsor employment visas, including F-1 OPT and H1-B.

🏝️ Benefits

• Medical, Dental, & Vision insurance.

• 401k with an employer match.

• Generous PTO & Holidays.