Senior Fishbowl Customer Success Manager – Enterprise & Multi‑Unit Restaurant Brands
About brighthush
brighthush is a trailblazing Restaurant Commerce Platform that empowers large‑ and mid‑size restaurants, breweries, bars, hotels, and other hospitality venues to operate lean, profitable, and guest‑centric businesses. By integrating point‑of‑sale, mobile ordering, payment, loyalty, and guest‑relationship management into a single, intuitive ecosystem, brighthush eliminates the need for customers to download separate apps or create passwords. Since our founding in 2016, we have partnered with hundreds of national, regional, and local full‑service accounts across the United States, Australia, Canada, and Puerto Rico, helping them deliver seamless experiences that delight guests and drive revenue.
At the heart of our platform is Fishbowl, our Guest Relationship Management suite that turns every interaction into a data‑rich opportunity. Fishbowl enables restaurants to launch loyalty programs, targeted offers, and personalized marketing campaigns—all while keeping the guest experience frictionless. As we continue to expand our footprint, we are seeking a dynamic, customer‑obsessed leader to spearhead our Enterprise Customer Success team.
Why brighthush?
- Impactful Work – You’ll shape the success of some of the most iconic restaurant brands, ensuring they launch, grow, and thrive with Fishbowl.
- Growth Culture – We invest in continuous learning, mentorship, and career progression. Your success fuels our collective ambition.
- Collaborative Environment – Work side‑by‑side with Product, Engineering, and Customer Success teams to translate customer insights into platform enhancements.
- Competitive Compensation – Base salary, performance bonuses, equity, and a comprehensive benefits package that supports your health, well‑being, and future.
- Diverse & Inclusive – We celebrate diverse perspectives and are committed to creating an inclusive workplace where everyone can thrive.
Role Overview
As the Senior Fishbowl Customer Success Manager, you will lead a high‑performing team of 3–5 Account and Onboarding Managers, while personally owning a portfolio of our largest enterprise and multi‑unit accounts. Your mission is to ensure flawless launches, sustained adoption, and exceptional customer health across the Fishbowl ecosystem. You will be a strategic partner to customers, a trusted advisor to senior leadership, and the go‑to expert on Fishbowl’s loyalty, offers, guest data, and POS integrations.
Key Responsibilities
Enterprise Onboarding & Launch Execution (30%)
- Own the end‑to‑end onboarding journey from signed deal to first campaign, coordinating kickoff, POS and integration setup, offer and loyalty configuration, location provisioning, training, and go‑live.
- Maintain a single named owner for each client and a committed launch date, proactively recovering stalled launches.
- Facilitate weekly pipeline reviews to surface blockers, risks, and opportunities early.
- Ensure HubSpot records, onboarding stages, and launch timelines are accurate and up‑to‑date.
Team Leadership & Development (25%)
- Directly manage a team of 2–5 Account and Onboarding Managers, setting clear expectations and accountability.
- Recruit, onboard, coach, and performance‑manage team members, fostering skill development and career growth.
- Define role expectations, account coverage, and escalation paths to guarantee consistent delivery.
- 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 brighthush’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.
Essential Qualifications
- 5+ years of experience in Customer Success, Account Management, or Implementation within a SaaS environment.
- 1+ years of experience managing or leading people.
- Deep familiarity with restaurant or hospitality technology, including 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 collaborating with engineers.
- Ability to engage at the executive level with customers and translate complex issues into clear action plans.
- Experience with platforms such as Fishbowl, Paytronix, Punchh, Thanx, Braze, or similar is a plus.
- Experience with enterprise restaurant POS systems such as Aloha, Toast, Micros, or equivalent is a plus.
- Excellent verbal and written communication skills.
- Highly organized, capable of managing a portfolio of accounts, a team, and multiple launches simultaneously.
- Calm, decisive leader under pressure with a bias toward accountability and action.
- HubSpot experience preferred.
Preferred Qualifications
- Prior experience in a fast‑growth SaaS company with a focus on the hospitality sector.
- Demonstrated success in scaling Customer Success teams and processes.
- Experience working with international customers, including the UK and Australia.
- Bachelor’s degree in Business, Marketing, Computer Science, or a related field (or equivalent relevant experience).
What We Offer
- Competitive base salary plus performance‑based bonuses.
- Equity package to share in brighthush’s growth.
- Comprehensive medical, dental, and vision insurance.
- 401(k) plan with employer match.
- Generous paid time off (PTO) and company holidays.
- Flexible work arrangements and remote‑friendly culture.
- Continuous learning stipend and access to industry conferences.
- Well‑being programs, including mental health resources and wellness reimbursements.
Why Join brighthush?
At brighthush, we believe that the future of hospitality is built on data‑driven, frictionless experiences. As a Senior Fishbowl Customer Success Manager, you will be at the forefront of this transformation, guiding world‑class brands to unlock new revenue streams and deepen guest loyalty. You’ll work in a culture that values curiosity, collaboration, and bold thinking. Your contributions will directly influence product direction, customer satisfaction, and the company’s trajectory.
Ready to Make an Impact?
If you thrive on launching complex solutions, coaching high‑performing teams, and turning customer insights into actionable strategy, we want to hear from you. Join brighthush and help shape the next generation of restaurant commerce.