Director of Account Management, EMEA

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

We are seeking an experienced Director of Account Management to strengthen and evolve our team, creating a best-in-class customer success organization. This is an exciting growth role for a dynamic and strategic Account Management leader with at least 10 years of experience in a software customer success and sales organization, preferably in a SaaS environment. 

You will be accountable for the success of our existing client portfolio across Europe, driving recurring revenue growth and enhancing client satisfaction. You will achieve this by building out, leading, and motivating a strong team of approximately 20 (Account Managers and People Managers), fostering an environment of innovation and accountability. In addition, you will spearhead the transformation of our customer success organization to a more proactive, consultative and sales oriented function, ensuring our Account Management team is enabled and empowered to work in this way. 

The ideal candidate is both a builder and problem-solver, capable of developing and executing a long-term, client-focused strategy while optimizing processes for scalable solutions. This role offers a unique combination of leadership, hands-on client engagement and strategic transformation within a rapidly growing organization.

What you’ll do here:

• Leadership:
  • Establish and implement long-term account management strategy, aligned with overall company objectives to drive revenue growth and maximize retention.
  • Create relevant and motivational KPIs and success metrics in order to effectively manage team performance and drive effectiveness.
  • Lead, mentor, and scale a high-performing, data-driven account management organization.
  • Foster a culture of accountability, collaboration, and client-centricity.
  • Develop a leadership pipeline within the account management function, identifying and developing high-potential team members.

• Client Engagement & Relationship Management:
• Oversee the development of deep, trusted relationships with key clients, ensuring the team delivers consistent value and exceeds client expectations.
• Create and maintain frameworks for effective client engagement, driving customer satisfaction, retention, and growth.
• Provide senior-level support for key client relationships and escalations as needed.

• Drive Client Growth:
• Champion pro-active client interactions and position Account Managers as thought partners to our clients to help them accelerate their business. 
• Build out best practices and insights for our clients leveraging existing insights and performance data. 
• Define and leverage KPIs to effectively allocate account support resources and drive results.

• Consultative Selling:
• Lead the transformation of the Account Management organization to embed a consultative sales approach to capture key opportunities. 
• Ensure the team is enabled to pursue upsell and cross-sell opportunities, negotiate around renewals, and expand account value across our full portfolio.
• Collaborate with the sales, marketing, and product teams to identify opportunities for account expansion and optimize customer lifetime value.
• Ensure a proactive approach to revenue forecasting, pipeline management, and meeting/exceeding quarterly and annual targets.

Requirements:

• Experience:
• 10+ years of experience in account management, sales, or customer success in SaaS organizations, with at least 5+ years in a senior leadership role, including experience managing leaders. 
• Proven track record of successfully leading and transforming account management teams, preferably in a SaaS or technology-driven company.
• Strong background  in consultative selling, including upsells, cross-sells, and renewals within an account management framework.
• Ability to manage, organize and prioritize, leading effectively through the dynamics of change in an entrepreneurial environment.
• Leadership Skills:
• Demonstrated ability to lead, mentor, and scale high-performing teams.
• Experience in managing and developing leaders and fostering a culture of growth, accountability, and results.
• Strong interpersonal skills and the ability to build relationships with senior executives and clients.
• Strategic & Analytical Thinking:
• Ability to think strategically and implement data-driven approaches to drive account management performance.
• Customer-Centric:
• Deep commitment to understanding and delivering value to customers.
• Ability to balance long-term relationship-building with a focus on immediate revenue opportunities.
• Education
• Master’s degree or equivalent.

Benefits 

• Global leave benefit 
  • 22 weeks paid parental leave 
  • 2 weeks paid grandparent leave 
  • Extended care and bereavement leave
  • Life insurance policy 
• Pension Plan
• Central Amsterdam Location
• Discount CZ insurance
• Working in a multicultural environment - 45 different nationalities 
• Commuting allowance for public transport & subsidized lunch
• Wellness benefits (Headspace subscription & wellness webinars) 
• Hybrid friendly
• Work-from-home assistance
• Educational Opportunities
• Social hours & events and team-building 
• 26 vacation days per year

FareHarbor is committed to creating a diverse environment, and we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, age, or veteran status. We welcome talent that can offer us new insights and perspectives on challenges that we face, and we take measures to eliminate unconscious bias throughout the interview and hiring process. In tandem, we work to cultivate an inclusive culture in which all of our employees can be their authentic selves.

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