Manager of Mid-Market Account Management, NORAM

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 Manager of Mid-Market Account Management is a high-impact leadership role responsible for guiding a team that oversees a diverse portfolio of clients of varying sizes, geographies and segments. Collectively they represent a critical segment of FareHarbor's revenue and future growth.

This role requires a leader who excels in driving scalable success — someone who can empower a high-performing team to deliver proactive, consistent, and high-quality service across a wide book of business. You will be responsible for optimizing team performance, identifying and coaching to trends, and ensuring both retention and growth across hundreds of customer relationships.

The ideal candidate thrives in fast-paced, high-volume environments, where success depends on setting clear priorities, leveraging systems, and knowing when to dive deep versus when to guide from a high level. You'll partner closely with peers and cross-functional teams to drive operational excellence, build repeatable success patterns, and ensure that FareHarbor remains a trusted and strategic partner to our Mid-Market clients.

If you're energized by the idea of creating leverage through process and coaching, as well fostering a culture of repeatable excellence, this is your opportunity to make a meaningful impact.

What you'll do here:

People Management:

• Coach, mentor, develop, and manage a team of 8 AMs as they grow and oversee varied portfolios of mid-market clients.
• Build a team culture that values ownership, results, and continuous learning.
• Drive progress towards our north star for client growth: Net Retained Revenue, understanding the key drivers of client retention, expansion and contraction as well as any associated metrics indicating account health.
• Provide consistent, structured feedback—recognizing strong performance and addressing gaps with clarity and care.
• Collaborate with our Commercial Training organization to support efficient team upskilling

Operational Excellence at Scale:

• Monitor and guide team workflows to ensure coverage, consistency, and quality
• Direct client communications and problem solving for accounts at risk of churn due to escalation, functionality, or client service issues. When in doubt, pick up the phone.
• Use data to identify performance trends and uncover coaching or process opportunities that improve client and FareHarbor performance.
• Allocate resources thoughtfully to support strategic projects, initiatives, and client escalations as needed.
• Lead initiatives that refine internal workflows, improve efficiency, and drive clarity for ICs.
• Ensure clients receive timely, value-driven support—focused on retention, product adoption, and expansion where applicable.
• Help your team prioritize accounts based on risk, opportunity, and value to FareHarbor, and know when to go deep.

Stakeholder Alignment and Communication:

• Serve as a key liaison between your team and leadership, surfacing insights, blockers, and opportunities.
• Collaborate regularly and effectively with other Managers to align project prioritization, individual expectations, and team goals.
• Communicate team updates, performance, and project progress clearly and proactively to key stakeholders.
• Foster transparency and trust through regular team communications that connect day-to-day work with broader goals.

Requirements:

• 5 years in Account Management with ideally 3 years in a leadership function, 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—you know how to make others better.
• Strong process orientation and ability to scale success through playbooks, tools, and frameworks.
• Excellent communication and stakeholder management skills across various functions and levels.
• Ability to balance empathy and accountability—supporting your team while holding a high bar.
• A bias toward action and continuous improvement, with a focus on team enablement and client impact.
• Ability to work within a rapidly changing environment that demands multitasking and prioritization of projects and bandwidth.
• Innovative, motivated, confident, organized, high-energy team player.

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: $97,440-$146,160, plus 15% bonus potential

Application Deadline: April 9th, 2025

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

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.