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.
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.
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:
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.
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.
Cadence — running structured check-ins, quarterly catch-ups and business reviews, and keeping everything logged cleanly in the CRM.
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.
Voice of the customer — feeding structured, specific insight back into sales, product and operations so the whole business gets better.
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.
Proven experience in account management, customer success or a similar client-facing role
A knack for building trust-based relationships and navigating tricky conversations with empathy and professionalism
Commercial instinct — you understand churn, retention and recurring revenue, and how your actions move them
Confidence identifying and closing upsell and cross-sell opportunities within an existing customer base
The discipline to manage a portfolio of accounts without dropping a follow-up or a record
A proactive, genuinely caring mindset — you step in before problems escalate, and you care about the outcome
Experience in SaaS, hospitality or accommodation technology is a bonus, but not essential.
Performance bonuses — real, achievable rewards for retaining your clients and growing their value
Genuine ownership of a portfolio of our most important clients, and the freedom to run it your way
A collaborative Client Success crew who have your back, with clear frameworks so you're set up to win from day one
The chance to work alongside a tight-knit, Australian-based local team
Hit apply with your CV and a short note on why this role fits. We'd love to hear from you.