Location: Australia – Remote Position
Reports to: VP Growth and 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 pride ourselves on building strong, long‐lasting relationships with our customers and partners, helping them maximise growth while delivering world‐class service.
Role Overview
As a Customer Success Account Manager at Newbook, you will own relationships with a portfolio of customers, focusing on retention, account growth, and partnership management. This role is commercial at its core; you'll drive adoption of key Newbook products (such as Payments and Enterprise solutions), reduce churn, and expand recurring revenue through strategic account planning.
You'll act as a trusted partner to decision‐makers, uncovering opportunities, negotiating renewals, and ensuring our customers see Newbook as essential to their success.
Key Responsibilities
Partnership Building
* Build executive‐level relationships to strengthen Newbook's position as a trusted partner.
* Work closely with customers to identify growth opportunities and address challenges.
* Act as the voice of the customer internally, ensuring alignment across Sales, Product, and Support.
Account Growth & Renewals
* Own a portfolio of accounts, ensuring strong renewal outcomes and long‐term retention.
* Identify upsell and cross‐sell opportunities across Payments, Enterprise, and additional modules.
* Develop account plans and revenue strategies aligned with customer business goals.
Commercial Success
* Manage the full renewal cycle, including negotiations, pricing discussions, and contract execution.
* Collaborate with Management to drive ARR growth across your portfolio.
* Proactively mitigate churn risk with clear retention strategies.
Strategic Insight
* Share market and customer insights to inform product strategy and GTM initiatives.
* Leverage industry knowledge to advise customers on best practices and future opportunities.
Success Measures
* Portfolio retention rate (churn reduction).
* ARR growth through upsell and cross‐sell.
* Payments adoption across customer base.
* Strength of executive relationships and customer advocacy.
Skills & Experience
* Strong outlook for someone with previous work history in Holiday Parks or Hotel operational management with a strong understanding of the industry.
* 4+ years in Hospitality Operations, Customer Success, Account Management, or Strategic Partnerships (Hospitality or SaaS technology preferred).
* Strong commercial acumen.
* Excellent communication, presentation, and stakeholder management skills.
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