Job Description

Account Manager | Client Success

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Own the relationships that keep our best clients growing

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At GuestPoint, our software runs the day-to-day of hotels, motels and accommodation groups. Our clients don't just use us — they rely on us. We're looking for an Account Manager to take ownership of a portfolio of our most valuable and complex clients, and to make sure every one of them feels genuinely looked after.

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This isn't a role where you wait for the phone to ring. You'll be the person who reaches out first, spots the risks before they become problems, and turns satisfied customers into long-term advocates.

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What you'll do

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You'll own the end-to-end relationship for every client in your portfolio — a deliberately chosen mix of higher-risk accounts and large groups running many properties. Day to day, that looks like:

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- Retention — keeping your clients happy and with us, spotting at-risk accounts early using health and engagement signals, and managing renewals with commercial rigour so nothing slips through the cracks.
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- Growth — understanding each client's business well enough to recommend the products and features that genuinely add value, and following upsell and cross-sell opportunities through to a result.
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- Cadence — running structured check-ins, quarterly catch-ups and business reviews, and keeping everything logged cleanly in the CRM.
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- Advocacy — being the trusted, senior point of contact when a client's needs sit outside standard support, and coordinating with our technical and support teams so clients never have to chase.
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- Voice of the customer — feeding structured, specific insight back into sales, product and operations so the whole business gets better.
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You'll report to the Head of Client Success and work within our customer success framework, while carrying real individual accountability for the health of your own portfolio.

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What you'll bring

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- Proven experience in account management, customer success or a similar client‐face‐ing role
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- A knack for building trust‐based relationships and navigating tricky conversations with empathy and professionalism
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- Commercial instinct — you understand churn, retention and recurring revenue, and how your actions move them
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- Confidence identifying and closing upsell and cross‐sell opportunities within an existing customer base
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- The discipline to manage a portfolio of accounts without dropping a follow‐up or a record
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- A proactive, genuinely caring mindset — you step in before problems escalates, and you care about the outcome
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Experience in SaaS, hospitality or accommodation technology is a bonus, but not essential.

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What's on offer

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- Performance bonuses — real, achievable rewards for retaining your clients and growing their value
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- Genuine ownership of a portfolio of our most important clients, and the freedom to run it your way
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- A team-oriented Client Success crew who have your back, with clear frameworks so you're set up to win from day one
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- The chance to work alongside a tight‐knit, Australian‐based local team
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📌 Account Manager (Queensland)
🏢 GuestPoint
📍 Queensland