Manager, Mid-Market Account Management

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 1,000+ 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 Manager of Account Management Hawaii is a high-impact leadership role responsible for leading a team of 8-10 Account Managers who support both Enterprise and Mid-Market clients across the Hawaiian Islands. This team oversees a critical portfolio of FareHarbor clients and plays a central role in retention, growth, product adoption, and long-term partnership success in the market.

This role requires a leader who can combine strategic market leadership with strong day-to-day management. You will create leverage through coaching, clear operating rhythms, and scalable processes while knowing when to go deep on a key client, escalation, or opportunity. You will help the team deliver proactive, consistent, high-quality support and ensure FareHarbor remains a trusted, strategic partner to our Hawaii clients.

The ideal candidate thrives in a fast-paced environment, communicates the why behind changing priorities and understands the complexities in the Hawaiian market. They consistently build a culture of ownership, urgency, continuous learning, and customer-centricity.

What you'll do here:

People Management and Team Development:

• Coach, mentor, develop, and manage a team of 8-10 Account Managers across Enterprise and Mid-Market portfolios.
• Build a high-performing team culture that values ownership, results, continuous learning, and strong client relationships.
• Set a consistent management cadence that creates accountability, supports professional development, and celebrates strong performance.
• Provide direct, structured feedback that recognizes strengths and addresses performance gaps with clarity, care, and urgency.
• Use data to identify coaching opportunities, remove barriers, and course-correct quickly when team or individual performance is off track.
• Partner with Commercial Training and cross-functional leaders to support efficient team upskilling and adoption of new tools, processes, and strategies.

Client Retention and Growth: 

• Drive progress toward FareHarbor's north star for client growth: Net Retained Revenue, with a clear understanding of the drivers of retention, expansion, contraction, and account health.
• Help Account Managers prioritize their portfolios based on client risk, opportunity, engagement, and value to FareHarbor - and know when to go deep.
• Guide proactive client strategies that strengthen retention, product adoption, and expansion across the Hawaii market.
• Lead or support strategic client communications and problem solving for accounts at risk of churn due to escalation, functionality, service issues, or competitive pressure. When in doubt, pick up the phone.
• Build scalable systems that reinforce strong client relationships while empowering Account Managers to serve as trusted advisors.

Operational Excellence and Market Leadership:

• Monitor and guide team workflows to ensure client coverage, consistency, quality, and timely follow-through across Enterprise and Mid-Market accounts.
• Use performance and client data to identify trends, surface risks early, and uncover opportunities to improve both client and FareHarbor performance.
• Allocate team resources thoughtfully across strategic projects, market initiatives, client escalations, and periods of changing demand.
• Lead initiatives that refine internal workflows, improve efficiency, and create greater clarity for Account Managers.
• Lead the team through evolving processes, strategies, and organizational shifts while maintaining alignment with broader business goals.
• Maintain a strong understanding of the Hawaii market and bring relevant client insights, opportunities, and blockers to leadership and cross-functional partners.

Stakeholder Alignment & Communication: 

• Serve as a key liaison between the Hawaii Account Management team and leadership, surfacing insights, blockers, and opportunities clearly and proactively.
• Collaborate effectively with fellow managers and cross-functional partners to align on priorities, client strategy, individual expectations, and team goals.
• Communicate team performance, project progress, market context, and client needs with structure, clarity, and purpose.
• Foster transparency and trust through regular team communication that connects day-to-day work to broader company goals.

Requirements:

• Ideally 5+ years of Account Management or equivalent client facing experience experience, with 3+ years in a people leadership or mentorship role, preferably in a SaaS or tech-enabled environment.
• Strategic thinking and the ability to synthesize data, identify patterns, and prioritize effectively.
• Excellent coaching and mentoring skills with a demonstrated ability to make others better.
• Strong process orientation and the ability to scale success through playbooks, tools, operating rhythms, and frameworks.
• Excellent communication and stakeholder management skills across functions and levels, including the ability to explain the why behind decisions and change.
• A customer-centric mindset and ability to build durable relationships across a diverse client base.
• Ability to balance empathy and accountability while holding a high bar for performance and client outcomes.
• A bias toward action and continuous improvement, with a focus on team enablement and client impact.
• Ability to work effectively in a rapidly changing environment that requires strong multitasking, judgment, and prioritization.
• Innovative, motivated, confident, organized, high-energy team player with a growth mindset.

Benefits 

• Medical, dental + vision coverage
• 26 vacation days, 10 sick days & 12 paid holidays per year
• Global leave benefit 
  • 22 weeks paid parental leave 
  • 2 weeks paid grandparent leave 
  • Extended care and bereavement leave
  • Life insurance policy
• 401k + employer matching
• Social hours & events and team-building 
• Educational Opportunities
• Wellness benefits (Headspace subscription & wellness webinars)   
• Work-from-home assistance
• Hybrid friendly
• Paid volunteer hours

Salary Range: $100,850-$151,276, plus 15% bonus potential

Please note you must be authorized to work in the United States for this position.

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.

To learn more about how we use your information, see our Privacy Statement for Applicants. By submitting your application, you confirm that you understand and agree that your information will be processed in accordance with our Privacy Statement for Applicants.

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