Account Manager

<p><strong>About FareHarbor</strong></p> <p><span style="font-weight: 400;">At FareHarbor, our mission is to make experiences better for everyone. Founded in 2013 in Hawaii and acquired by Booking Holdings in 2018, FareHarbor creates powerful tools that enable our clients (think boat rentals, museums, food tours, events and more!) to operate and grow.</span></p> <p><span style="font-weight: 400;">With over 20,000 clients across 90+ countries—we’re the largest in our industry and shaping the future of travel, together.</span></p> <p><span style="font-weight: 400;">Our team is an ‘Ohana of 700+ people around the world. We’re passionate about pioneering an industry, embracing challenges with open arms, and delivering value to the experiences industry.</span></p> <p><strong>FareHarbor Core Values:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Think Client First</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">We Are One ‘Ohana</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Be Curious and Learn</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Own It.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Act With Integrity</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Embrace the Challenge</span></li> </ul> <p><strong>Why FareHarbor?</strong></p> <p><span style="font-weight: 400;">Founding FareHarbor required unwavering passion. Turning a start-up into the world’s leading and largest reservation software for tours, activities, and attractions required relentless dedication and vision. To date, we’ve helped over 20,000 global businesses operate successfully and are proud to have played a role in enabling business owners to live their dreams.</span></p> <p><span style="font-weight: 400;">And since day one, we’ve known that our real success lies in our people—the Ohana.</span></p> <p><span style="font-weight: 400;">With each new feature launched and new client onboarded, there is a team of incredible people behind the scenes who are full of dedication, passion, energy, and the will to succeed. We encourage everyone to bring their whole selves to&nbsp; work—to&nbsp; believe in their abilities, to freely express their creativity, and to contribute with their own uniqueness by wearing their true colors. We take care of one another and always prioritize health and wellbeing. We give our people the space and trust to learn, to try, to succeed, to collaborate, to think outside of the box, to make mistakes, and even to fail. And then we come together to try again.</span></p> <p><span style="font-weight: 400;">From the minute you join, you have a voice. You find your space. You make an impact. We celebrate our victories, shout our successes, and are always eager to tackle new challenges. And we can’t wait to see all that’s to come.</span></p> <p><strong>About the Role:&nbsp;</strong></p> <p>The Account Manager is responsible for driving commercial outcomes across a portfolio of clients, directly influencing Net Revenue Retention (NRR), expansion revenue, product adoption, and long-term client value.</p> <p>This role owns the end-to-end client relationship, balancing retention, growth, and client success. The Account Manager acts as a consultative partner, leveraging data, product knowledge, and industry insights to identify opportunities, mitigate risks, and deliver measurable business outcomes.</p> <p>Success in this role is defined by portfolio growth, strong client relationships, high product adoption, and consistent execution of commercial and operational standards.</p> <p><strong>What you’ll do here:</strong></p> <p><strong>Portfolio Ownership &amp; Growth</strong></p> <ul> <li>Own and manage a portfolio of 100+ accounts with responsibility for retention and revenue growth</li> <li>Drive Net Revenue Retention (NRR) through upsells, expansion, and churn mitigation</li> <li>Leverage data to prioritise high-impact opportunities&nbsp;</li> <li>Work in partnership with your clients to negotiate and influence the&nbsp; implementation of growth strategies</li> </ul> <p><strong>Client Retention &amp; Relationship Management</strong></p> <ul> <li>Build strong, long-term client relationships</li> <li>Act as a trusted advisor aligned to client goals</li> <li>Proactively identify churn risks and strong focus on churn prevention and retention</li> <li>Manage escalations effectively</li> <li>Deliver consistent, high-quality communication</li> </ul> <p><strong>Consultative Selling &amp; Adoption</strong></p> <ul> <li>Lead strategic conversations to uncover growth opportunities</li> <li>Position products based on value</li> <li>Drive product adoption</li> <li>Translate needs into actionable recommendations</li> </ul> <p><strong>Execution &amp; Operational Excellence</strong></p> <ul> <li>Maintain CRM hygiene and documentation</li> <li>Execute AM Playbook and Business Review standards</li> <li>Coordinate cross-functional initiatives</li> <li>Ensure timely follow-ups and execution quality</li> </ul> <p><strong>Cross-Functional Collaboration</strong></p> <ul> <li>Partner with internal teams to deliver outcomes</li> <li>Advocate for client needs</li> <li>Share insights and improve processes</li> </ul> <p><strong>What Success Looks Like</strong></p> <ul> <li>Achieving Net Revenue Retention (NRR) &amp; upsell targets</li> <li>High client retention and reduced churn</li> <li>Strong proactive solutions focus and product adoption</li> <li>Consistently meeting or exceeding KPIs</li> <li>Adherence to processes and escalation procedures</li> <li>Collaboration with internal &amp; external stakeholders</li> <li>Positive advocate of the FareHarbor brand and client advocacy</li> </ul> <p><strong>Core Competencies</strong></p> <ul> <li>Commercial acumen and revenue growth mindset</li> <li>Relationship management skills</li> <li>Retention and escalation management</li> <li>Consultative selling</li> <li>Organization and execution</li> <li>Data-driven decision making</li> <li>Cross-functional collaboration</li> <li>Ownership mindset</li> </ul> <p><strong>Requirements:</strong></p> <ul> <li>2+ years in Account Management or Customer Success</li> <li>Proven ability to retain and grow accounts</li> <li>Experience in Tourism and/or SaaS industry preferred</li> <li>Strong communication and presentation skills</li> </ul> <p><strong>Bonus points:</strong></p> <ul> <li>Experience using Google Analytics, Looker Studio, SEMRush and Microsoft Clarity or similar applications</li> <li>Optimising conversions on websites and SEO improvements</li> <li>Bilingual in English and Thai or French</li> </ul> <p><strong>Benefits:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Global leave benefit&nbsp;</span> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">22 weeks paid parental leave&nbsp;</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">2 weeks paid grandparent leave&nbsp;</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Extended care and bereavement leave</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Life insurance policy&nbsp;</span></li> </ul> </li> <li style="font-weight: 400;"><span style="font-weight: 400;">Opportunity to share your ideas and make a difference in a growing company.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Fast-paced, high-energy and engaging work environment.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">25 days of annual leave</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Work-from-home assistance</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Educational Opportunities&nbsp;</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Social hours &amp; events and team-building&nbsp;</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Hybrid friendly</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Wellness benefits (Headspace subscription &amp; wellness webinars)&nbsp;&nbsp;</span></li> </ul> <p><em><span style="font-weight: 400;">This full-time role is open to candidates with Australian Citizenship, Permanent Residency or New Zealand residency or those who have a minimum&nbsp; 2.5 years remaining on a valid Australian working visa and do not require sponsorship to work.<br><br></span></em></p> <p class="p1"><em>At FareHarbor, we believe making experiences better for everyone starts with fostering a workplace where every voice is heard and everyone is empowered to thrive. We’re committed to inclusion, welcoming all qualified job seekers to apply and join our ‘ohana.</em></p> <p class="p1"><em>FareHarbor is an equal opportunity employer in accordance with all applicable federal, state and local laws. We do not discriminate on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, national origin, disability, age, or veteran status, or any other classification protected by federal, state, or local law. If you need adjustments during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.</em></p> <p><em><span style="font-weight: 400;">To learn more about how we use your information, see our </span></em><a href="https://fareharbor.com/legal/privacy-statement-for-applicants/"><em><span style="font-weight: 400;">Privacy Statement for Applicants</span></em></a><em><span style="font-weight: 400;">. By submitting your application, you confirm that you understand and agree that your information will be processed in accordance with our </span></em><a href="https://fareharbor.com/legal/privacy-statement-for-applicants/"><em><span style="font-weight: 400;">Privacy Statement for Applicants</span></em></a><em><span style="font-weight: 400;">.</span></em></p> <p>Any offer of work (e.g. employment, assignment) will be subjected to the successful completion of pre-employment screening.</p>