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. Were passionate about helping our customers thrivebuilding strong long-lasting partnerships and delivering world-class service that drives measurable results.

The Opportunity

As a Customer Success Account Manager (CSAM) at Newbook youll manage a portfolio of hospitality customers to ensure their long-term success with our platform. Youll 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 Youll 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 Youll 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 Youll 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.
• Pawternity 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.