Customer Success Manager

🔥 0 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $90k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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GoTab

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

💼 Consulting

🍽️ Food & Beverage

📦 Logistics

💰 $1M Series A - GoTable on 2013-10

Consulting • Food & Beverage • Logistics

GoTab is an entertainment commerce platform and point-of-sale system that provides restaurants, bars, hotels, stadiums, and other hospitality and entertainment venues with mobile ordering & payment, pocket/handheld POS, kitchen display systems, self-ordering kiosks, and guest-centric commerce features like tabs, memberships, loyalty, and online order aggregation. The platform integrates with best-of-breed solutions, offers flexible hardware options, white-glove onboarding and 24/7 support, and aims to increase efficiency, reduce labor, and boost revenue for multi-unit and high-volume operators.

📋 Description

• 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