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Customer Success Account Manager – Retention & Growth Focus

Gold Coast, Queensland, Australia

Customer Success Account Manager – Retention & Growth Focus

 About Us - Newbook 

Newbook provides award-winning Online Booking and Property Management Systems to transform the way the hospitality and tourism industry does business. Innovation and excellence are at the heart of what we do, and we strive to give our clients the very best to help them reach their full potential. The success of Newbook is driven by the unique contributions of its people. We have created an open, flexible, and supportive environment that inspires diversity and enables everyone to thrive. We would love for you to consider joining our amazing team! 

Check out our website to find out more: www.newbook.cloud

About the Role

Location: Queensland, Australia office with hybrid work flexibility

Newbook is looking for a Customer Success Account Manager who is a retention superstar with a track record of driving upsell and expansion opportunities. In this role, you will build strategic customer relationships, ensure long-term retention, and unlock growth potential within our existing accounts. You’ll serve as a trusted advisor, helping customers maximize the value of our solutions while identifying new ways they can benefit from our products. This role reports to the Manager, Customer Success and plays a crucial role in reducing churn and increasing customer lifetime value.

Key Responsibilities

Retention & Customer Advocacy

  • Own and manage a portfolio of accounts, ensuring high retention and satisfaction.
  • Act as a strategic advisor to customers, driving engagement and proactive value realization.
  • Assess customer health scores and implement action plans to mitigate churn risks.
  • Conduct business reviews to ensure product adoption and showcase ROI.

Growth & Expansion

  • Identify and qualify upsell and cross-sell opportunities within your accounts.
  • Collaborate with Sales to drive expansion deals and achieve revenue growth targets.
  • Develop and execute customer success plans to align business goals with our solutions.
  • Utilize data insights to position value-driven recommendations.

Customer Success Excellence

  • Serve as the primary point of contact, building strong long-term relationships.
  • Proactively address customer concerns and ensure smooth resolution of issues.
  • Advocate for customer needs internally and influence product roadmaps when necessary.

Qualifications & Skills

  • 3+ years of experience in a Customer Success, Account Management, or Sales role in a SaaS environment.
  • Proven ability to retain customers and drive upsell/cross-sell growth within existing accounts.
  • Experience managing C-level and senior stakeholder relationships.
  • Strong consultative approach with a deep understanding of customer success methodologies.
  • Excellent data analysis skills to assess customer health and business impact.
  • Highly organized with strong communication, negotiation, and problem-solving skills.

Key Performance Indicators (KPIs)

  • Customer Retention Rate & Churn Reduction
  • Upsell & Expansion Revenue
  • Customer Satisfaction & NPS Scores
  • Product Adoption & Engagement Metrics
  • Achievement of Individual & Team Growth Targets

 *As part of the interview process, shortlisted candidates will be asked to deliver a 3-slide presentation on a customer success topic.

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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