GoTab

Customer Success Manager

• 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

Explore Customer Success Manager at GoTab. Review requirements and application details.