Job description

Role Summary

Newbook is seeking a Customer Success Account Manager based in Australia to manage a portfolio of customers and strengthen long-term partnerships. The position is centered on renewals, retention, account expansion, and helping customers get the most value from Newbook’s platform. This is a commercially focused role where you will work to drive product adoption, lower churn, and grow recurring revenue through thoughtful account strategy.

You will serve as a trusted advisor to key decision-makers, lead renewal discussions, identify expansion opportunities, and make sure customers view Newbook as an important part of their success.

About Newbook

Newbook is a global property management and reservations platform for accommodation and hospitality operators. The company helps customers improve operations, support business growth, and deliver a high level of service through strong customer relationships and practical software solutions.

Key Responsibilities

Develop senior-level relationships that reinforce Newbook’s role as a reliable strategic partner.
Work alongside customers to uncover growth opportunities and solve business challenges.
Represent the customer internally and help keep Sales, Product, and Support aligned.
Take ownership of assigned accounts with a focus on renewals and long-term retention.
Spot opportunities for upselling and cross-selling across Payments, Enterprise, and other modules.
Create account plans and revenue strategies that connect with customer objectives.
Handle the complete renewal process, including negotiation, pricing conversations, and contract finalisation.
Partner with management to support ARR growth across your portfolio.
Reduce churn risk early by putting strong retention plans in place.
Bring back customer and market feedback to influence product direction and go-to-market activity.
Use industry knowledge to guide customers on best practices and future opportunities.

Success Metrics

Improved portfolio retention and reduced churn.
Revenue expansion through upsell and cross-sell activity.
Higher adoption of Payments among customers.
Strong executive relationships and customer advocacy.

Experience and Skills

The ideal candidate will have a solid background in hospitality operations, customer success, account management, or strategic partnerships, with preference for experience in hospitality or SaaS environments. Previous experience in holiday parks or hotel operations, along with a good understanding of the industry, is highly valued.

You should bring at least 4 years of relevant experience, strong commercial judgement, and excellent communication, presentation, and stakeholder management abilities.

Benefits and Perks

Competitive pay plus superannuation.
4 weeks of leave accrued over the year.
Access to the company’s rewards and recognition program, with redeemable experiences and gifts.
8 hours of paid volunteer time each year, along with opportunities to join community service events.
8 hours of rest, relax, recharge time for mental wellbeing.
Wellbeing support for employees and dependents, including counselling, stress management, and mindfulness resources.
Fully paid parental leave: 12 weeks for primary caregivers and 6 weeks for secondary caregivers.
Special leave for pet-related life events, including “paw’ternity” leave and pet bereavement.
Four weeks of fully paid caregiver leave for looking after aging dependents or family members when needed.
Support options related to fertility and parenthood planning.
Access to financial experts for guidance on money management and financial goals.

Additional Information

This is a remote position for candidates in Australia. The role reports to the VP Growth and Client Experience. Storable’s broader mission is to improve property management for specialty real estate, including self-storage, marine, and RV & camping businesses, through integrated software, marketplace, website, CRM, insurance, and payment solutions. The company promotes a “Win More” culture focused on customer value and employee growth.