Account Manager

About FareHarbor

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.

With over 20,000 clients across 90+ countries—we’re the largest in our industry and shaping the future of travel, together.

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.

FareHarbor Core Values:

• Think Client First
• We Are One ‘Ohana
• Be Curious and Learn
• Own It.
• Act With Integrity
• Embrace the Challenge

Why FareHarbor?

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.

And since day one, we’ve known that our real success lies in our people—the Ohana.

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  work—to  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.

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.

About the Role: 

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.

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.

Success in this role is defined by portfolio growth, strong client relationships, high product adoption, and consistent execution of commercial and operational standards.

What you’ll do here:

Portfolio Ownership & Growth

• Own and manage a portfolio of 100+ accounts with responsibility for retention and revenue growth
• Drive Net Revenue Retention (NRR) through upsells, expansion, and churn mitigation
• Leverage data to prioritise high-impact opportunities 
• Work in partnership with your clients to negotiate and influence the  implementation of growth strategies

Client Retention & Relationship Management

• Build strong, long-term client relationships
• Act as a trusted advisor aligned to client goals
• Proactively identify churn risks and strong focus on churn prevention and retention
• Manage escalations effectively
• Deliver consistent, high-quality communication

Consultative Selling & Adoption

• Lead strategic conversations to uncover growth opportunities
• Position products based on value
• Drive product adoption
• Translate needs into actionable recommendations

Execution & Operational Excellence

• Maintain CRM hygiene and documentation
• Execute AM Playbook and Business Review standards
• Coordinate cross-functional initiatives
• Ensure timely follow-ups and execution quality

Cross-Functional Collaboration

• Partner with internal teams to deliver outcomes
• Advocate for client needs
• Share insights and improve processes

What Success Looks Like

• Achieving Net Revenue Retention (NRR) & upsell targets
• High client retention and reduced churn
• Strong proactive solutions focus and product adoption
• Consistently meeting or exceeding KPIs
• Adherence to processes and escalation procedures
• Collaboration with internal & external stakeholders
• Positive advocate of the FareHarbor brand and client advocacy

Core Competencies

• Commercial acumen and revenue growth mindset
• Relationship management skills
• Retention and escalation management
• Consultative selling
• Organization and execution
• Data-driven decision making
• Cross-functional collaboration
• Ownership mindset

Requirements:

• 2+ years in Account Management or Customer Success
• Proven ability to retain and grow accounts
• Experience in Tourism and/or SaaS industry preferred
• Strong communication and presentation skills

Bonus points:

• Experience using Google Analytics, Looker Studio, SEMRush and Microsoft Clarity or similar applications
• Optimising conversions on websites and SEO improvements
• Bilingual in English and Thai or French

Benefits:

• Global leave benefit 
  • 22 weeks paid parental leave 
  • 2 weeks paid grandparent leave 
  • Extended care and bereavement leave
  • Life insurance policy 
• Opportunity to share your ideas and make a difference in a growing company.
• Fast-paced, high-energy and engaging work environment.
• 25 days of annual leave
• Work-from-home assistance
• Educational Opportunities 
• Social hours & events and team-building 
• Hybrid friendly
• Wellness benefits (Headspace subscription & wellness webinars)  

This full-time role is open to candidates with Australian Citizenship, Permanent Residency or New Zealand residency or those who have a minimum  2.5 years remaining on a valid Australian working visa and do not require sponsorship to work.

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.

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.

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Any offer of work (e.g. employment, assignment) will be subjected to the successful completion of pre-employment screening.