Customer Success Account Manager

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.

Location: Remote - Australia

About Us:

At Storable, we’re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV & camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at www.storable.com.

At the heart of Storable is our “Win More” culture, which reflects our commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. We strive to empower our team and our customers to achieve and win more than ever before.

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.