This is a hybrid opportunity, working 2-3 days per week from our office in Costa Mesa, CA.
Newbook provides award-winning Online Booking and Property Management Systems to transform the way the hospitality and tourism industry does business. Innovation and excellence are at the heart of what we do, and we partner with our clients to help them reach their full potential.
We are committed to delivering exceptional service and helping our customers achieve their business goals. We are looking for a dynamic and strategic People Manager to lead our global Customer Success division and drive customer satisfaction, retention, and success across the US and Australian markets.
As the Manager of our Customer Success team, you will be reporting directly into the Chief Operations Officer and responsible for developing and executing strategies to ensure our customers achieve their desired outcomes while using the Newbook products and services. You will play a critical role in building and leading a new Customer Success team, fostering strong relationships with customers, understanding their needs, and helping them achieve their business objectives. Your goal is to drive customer satisfaction, retention, and growth.
Key Responsibilities
Team Leadership:
Lead, mentor and develop the customer success account manager team across US and Australia.
Set clear performance expectations, and provide regular feedback
Establish team goals, KPIs, and performance metrics that promote high levels of customer satisfaction and retention.
Customer Success Optimization
Optimize existing processes and initiatives using best practice knowledge and systems
Develop and implement customer success strategies that align with company goals and customer needs.
Own customer retention results and proactively work to improve retention
Monitor customer health metrics and take proactive steps to address any potential issues.
Prepare and deliver reports on customer success metrics and outcomes.
Client Relationship Management
Build and maintain relationships with key clients and key personnel
Proactively manage customer accounts, ensuring timely and effective resolution of issues.
Act as an escalation point for complex customer issues.
Conduct business reviews to gauge customer satisfaction and utilisation of features
Understand customer goals, challenges, and needs, and provide tailored solutions and support.
Identify opportunities for upselling and cross-selling additional products and services.
Conduct regular check-ins with customers to ensure they are getting the most value from our products and services.
Product & Industry Knowledge
Maintain a detailed understanding of Newbook product and services to partner with clients to grow their business
Drive product workshops and webinars to uplift product uptake and increase ARR
Gather customer feedback and provide insights to the product development team.
Collaboration
Flexibility to adapt working hours to provide service to AU and US clients
Collaborate with internal teams (Sales, Product, Support) to ensure a seamless customer experience.
Key Skills and Experience
3-5 years managing customer-facing teams in SaaS organisations
5 years demonstrated experience partnering with large corporate accounts with a proven track record of success.
Demonstrated experience in meeting and managing C-Suite customers
Proven record to optimize existing processes within the company and actively enhance customer success initiatives
Excellent interpersonal skills with the ability to develop and maintain close stakeholder and client relationships
High-level computer literacy and application of Microsoft Office products
Strong organisational and planning skills, including the ability to balance competing priorities, work effectively in a busy and demanding environment, and meet established deadlines
Well-developed communication, consultation, and liaison skills with customers
Passionate about providing a positive customer experience
We are excited to hear from you, click apply today