Customer Success Account Manager – Retention & Growth Focus - Remote

Overview

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.

In Short

• 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.
• 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.
• Serve as the primary point of contact, building strong long-term relationships.
• Proactively address customer concerns and ensure smooth resolution of issues.

Requirements

• 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.

Benefits

• Generous health coverage for you and your family.
• 401(k) match after 60 days, 100% vested after 1 year.
• Instant access to flexible vacation.
• 8 hours of Volunteer Time Off each year.
• Access to mental well-being resources.
• Fully paid parental leave.
• $50 monthly home data stipend.
• Caregiver Leave: four weeks of fully paid time away from work.