Customer Success Account Manager – Retention & Growth Focus

About the position

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.

Responsibilities

• 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.
• Advocate for customer needs internally and influence product roadmaps when necessary.

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, including fully paid short- and long-term disability coverage and two-times base salary life insurance.
• 401(k) match after 60 days, 100% vested after 1 year.
• Employer contribution to your HSA, plus an HRA to help offset your deductible.
• Instant access to flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy.
• Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences.
• 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.
• Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed.
• $50 monthly home data stipend, plus a home office sign-on bonus of $250.
• 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.
• Direct Student Loan Payment Program, some qualifications and eligibility rules apply.