About the role

GoTab is seeking a relationship-driven Account Manager to own customer success post–30 days, focusing on retention, growth, and long-term value realization.

In this role, you will manage an ongoing book of business, serving as the strategic partner to GoTab customers after onboarding is complete. You will be responsible for regular check-ins, account reviews, upsell opportunities, and ensuring customers continue to see value from GoTab’s platform.

If you enjoy building long-term relationships, driving revenue through trust and value, and helping customers grow alongside a product, this role is for you.

Responsibilities

Ongoing Account Ownership & Relationship Management (60%)

• Serve as the primary point of contact for customers after the initial 30-day onboarding period.
• Collaborate closely with Onboarding Managers to ensure smooth transition post go-live.
• Build and maintain strong, long-term relationships with restaurant and venue partners.
• Act as a trusted advisor, helping customers optimize their use of GoTab over time through feature and product adoption and upselling.

Retention, Growth & Revenue Responsibility (20%)

• Own customer retention and renewal outcomes within your portfolio.
• Identify and execute upsell and expansion opportunities, including new features, products, or additional locations.
• Partner with Sales and Leadership on expansion strategy and contract changes.
• Monitor account health signals and proactively address risks to prevent churn.

Account Reviews & Customer Engagement (10%)

• Conduct regular check-ins and structured account reviews (monthly/quarterly as appropriate).
• Review performance metrics, product usage, and customer goals to ensure alignment and continued value.
• Help customers adopt new GoTab features, integrations, and enhancements.

Cross-Functional Collaboration & Advocacy (10%)

• Partner with Support, Product, and Operations to resolve ongoing issues and improve the customer experience.
• Advocate for customer needs internally, providing feedback that informs product roadmap and prioritization.
• Maintain accurate account notes, activity tracking, and forecasting.

Skills & Requirements

• Strong experience in account management, customer success, or relationship management roles.
• Proven ability to manage a book of business and drive retention and expansion revenue.
• Excellent communication, negotiation, and relationship-building skills.
• Ability to understand customer goals and align product value accordingly.
• Organized, self-motivated, and comfortable working in a fast-paced, entrepreneurial environment.
• Restaurant or hospitality experience preferred.
• Bachelor’s degree preferred OR 4+ years of relevant experience.
• Willingness to travel for customer meetings and go-live onsite support.

What We Offer

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

EEO

GoTab is fully committed to Equal Employment Opportunity and to attracting, retaining, developing, and promoting the most qualified employees without regard to their race, color, religion, creed, sex, gender, sexual orientation, gender identity, gender expression, age, national origin, genetic information, marital/familial status, disability, military status, veteran status, or any other protected status. We are dedicated to providing a work environment free from discrimination and harassment, where employees are treated with respect and dignity. 

As a company, we are not able to sponsor employment visas at this time, including but not limited to F-1 OPT and H1-B. 

About GoTab Inc

GoTab, Inc., a Restaurant Commerce Platform (RCP), helps large- and mid-sized restaurants, breweries, bars, hotels and other venues run lean, profitable operations while making guests even more satisfied. GoTab allows patrons to order and pay through a server, order and pay directly from their own mobile phones, or blend the two experiences all on one tab, through its all-in-one POS, mobile ordering and payment features, and kitchen display systems (KDS). The guest never has to download a mobile app or create a password. Founded in 2016 and based in Arlington, Virginia, GoTab serves hundreds of national, regional and local full-service accounts in the United States, Australia, Canada and Puerto Rico.