Customer Success Manager

GoTab

. 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 .

Posted 10/17/2026full-timeRemote • Virginia • United StatesMid-LevelSenior💰 $90,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing enterprise onboarding processes, including integration setup and client training, while effectively leading a team of Account and Onboarding Managers. Proficient in utilizing data to track KPIs and improve customer success outcomes in a SaaS environment.

Highest-signal resume keywords

Customer Success ManagementTeam LeadershipEnterprise Account ManagementIntegration TroubleshootingSaaS Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Onboarding Process ManagementKPI TrackingAPI Documentation ReadingData AnalysisPOS System Integration

Soft Skills

Excellent Communication SkillsHighly OrganizedDecisive LeadershipProblem-SolvingCustomer Engagement

Tools & Technologies

HubSpotFishbowlPaytronixPunchhAloha

Certifications & Qualifications

Bachelor's Degree Preferred

Industry Keywords

SaaSRestaurant TechnologyGuest MarketingLoyalty ProgramsCRM

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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