Customer Success Account Manager

Customer Success Account Manager 

Location: Australia (Remote)
Reports to: VP, Growth & Client Experience

About Newbook

Newbook is a global property management and reservations platform that empowers operators in the accommodation and hospitality industry to grow and streamline their businesses. We're passionate about helping our customers thrive—building strong, long-lasting partnerships and delivering world-class service that drives measurable results.

The Opportunity

As a Customer Success Account Manager (CSAM) at Newbook, you'll manage a portfolio of hospitality customers to ensure their long-term success with our platform. You'll focus on driving retention, growing recurring revenue, and deepening product adoption, especially across key solutions like Payments and Enterprise.

This role is both strategic and commercial and act as a trusted advisor to business leaders, uncover opportunities for growth, negotiate renewals, and make sure every customer sees Newbook as an essential partner in their success.

What You'll Do
Account Growth & Renewals

• Own a portfolio of accounts to ensure high retention and successful renewals.
• Identify and execute upsell and cross-sell opportunities across Payments, Enterprise, and additional modules.
• Develop account plans and growth strategies aligned with customer business objectives.
• Manage the full renewal cycle, including pricing, negotiations, and contract execution.

Partnership Building

• Build and maintain executive-level relationships with key customer stakeholders.
• Act as the voice of the customer internally, collaborating with Sales, Product, and Support to ensure alignment.
• Lead regular business reviews to share performance insights, opportunities, and value delivered.

Commercial Success

• Partner with Sales and Finance to drive ARR growth within your portfolio.
• Proactively mitigate churn through early identification of risk and effective retention strategies.
• Maintain accurate forecasts and engagement tracking in CRM tools (e.g., Salesforce or HubSpot).

Strategic Insight

• Share customer and market insights to inform product strategy and go-to-market initiatives.
• Leverage industry knowledge to advise customers on best practices and innovation opportunities.

How Success is Measured

• Portfolio retention rate and churn reduction.
• ARR growth through upsell and cross-sell.
• Payments and feature adoption across the customer base.
• Strength of executive relationships and customer advocacy.

What You'll Bring

• 4+ years' experience in Customer Success, Account Management, or Strategic Partnerships (Hospitality or SaaS preferred).
• Proven record of achieving renewals and revenue growth through upselling or cross-selling.
• Strong commercial acumen and negotiation skills with a focus on value-based selling.
• Excellent communication, presentation, and stakeholder management abilities.
• Experience with hospitality, property management, or SaaS platforms is highly desirable.
• Proficiency with CRM tools (Salesforce, HubSpot, or Gainsight).

Why You'll Love Working at Newbook

• A remote-first culture with flexible work arrangements across Australia.
• Opportunity to partner with hospitality leaders transforming their businesses.
• Collaborative, values-driven team passionate about customer success and innovation.
• Competitive compensation, growth opportunities, and a supportive culture built around long-term impact.

Benefits and Perks: 

• Competitive salary + Super
• 4 weeks of leave, accrued throughout the year
• Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences Storriors have been able to enroll in SCUBA certification classes, travel overseas, and redo their back patio, among many other things.
• 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
• 8 hours of Rest, Relax, Recharge time to care for your mental health.
• Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
• Fully-paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.
• 'Paw'ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
• Caregiver Leave: four weeks of fully paid time away from work to care of aging dependents or family members, if needed.
• Fertility care support options to help in your journey towards parenthood.
• Access to financial experts to help you make informed decisions and achieve your financial goals.

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