Fishbowl Customer Success Manager

About the role

Fishbowl is looking for a hands-on, customer-obsessed Manager of Customer Success to lead our Account Management and Onboarding team and own the health of our largest restaurant brands. This role is accountable for successful launches, retention, and the overall experience of Fishbowl’s enterprise and multi-unit customers. You will lead and develop a team of 3–5 Account and Onboarding Managers while serving as a strategic partner to customers, GoTab teams, and senior leadership.

The Manager of Customer Success is a true player-coach. You will carry a select portfolio of strategic accounts while setting the standards, process, and operating rhythm for the broader team. You will also be the team’s go-to expert on how the platform works, from loyalty and offers to guest data and POS integrations, and work closely with GoTab’s Customer Success, Onboarding, and Product teams as the two platforms come closer together.

You will succeed in this role if you

• Balance team leadership with hands-on customer ownership when it matters most.
• Are energized by complex launches and getting large brands live on time.
• Can dig into a technical problem and tell a configuration issue from a product bug.
• Build and develop high-performing teams with clear accountability and growth paths.
• Hold a high bar for customer health, proactive communication, and execution.

Additional information

If you are motivated by launching loyalty and guest marketing programs for some of the best-known restaurant brands, turning hard-won product knowledge into repeatable process, and building a Customer Success team that scales, this role is for you.

Responsibilities

Enterprise Onboarding & Launch Execution (30%)

• Own 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.

Team Leadership & Development (25%)

• 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 so the team delivers consistently.
• Conduct regular 1:1s, account reviews, and pipeline inspections to keep the team focused and effective.

Player-Coach Account Ownership (20%)

• Carry a personal portfolio of strategic, high-value, or high-risk enterprise accounts.
• Lead executive business reviews, renewal conversations, and escalation calls as needed.
• Act as the point of escalation for customer issues that exceed the team’s scope or require senior judgment.
• Identify expansion opportunities into loyalty, mobile apps, and new locations.

Product & Integration Expertise (15%)

• Serve as the team’s 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 clear priorities for product and tooling improvements.

Metrics, Process & Continuous Improvement (10%)

• 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 so the team does not depend on any one person.
• Use data to surface trends, identify systemic risks, and prioritize interventions across the portfolio.

Skills & Requirements

Leadership & Experience

• 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.

Customer & Technical Acumen

• 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.

Communication & Execution

• 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.

Additional Requirements

• 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.

What We Offer

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