Manager, Enterprise 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, Enterprise Account Management leads a team of 7–10 Enterprise Account Managers responsible for FareHarbor’s largest and most strategic client partnerships. This leader is accountable for building a high-performing team that delivers proactive, thoughtful, and consistent account management to complex Enterprise clients across tours, activities, travel, and attractions. This role combines people leadership, client strategy, and commercial ownership. You will help your team retain and grow high-value relationships by ensuring clients receive the right level of engagement, meet defined Service Level Card expectations, and have clear strategies for renewals, risk mitigation, and expansion. You will also help surface client needs and partner cross-functionally to advance new products, features, and solutions that create meaningful value for Enterprise operators. The ideal candidate is a strong coach and operator who can balance the details of a large client portfolio with a long-term view of client health, team performance, and revenue growth. What you’ll do here: People Leadership and Team Performance: Lead, coach, and develop a team of 7–10 Enterprise Account Managers managing FareHarbor’s largest client relationships. Set clear performance expectations and create accountability around retention, client engagement, Service Level Card completion, revenue growth, and operational excellence. Hold regular one-on-ones, team meetings, and performance conversations; recognize strong performance and address gaps directly and constructively. Support individual development through coaching, feedback, career planning, and targeted skill-building. Partner with the AM Training team to onboard, train, and ramp new hires successfully. Build an inclusive, high-trust team environment that values urgency, ownership, collaboration, and continuous improvement. Enterprise Client Strategy, Retention & Growth: Maintain a strong working knowledge of the largest and highest-risk clients in the team’s portfolio, including their goals, business model, product usage, engagement level, and renewal outlook. Ensure Account Managers deliver proactive and strategic recommendations that improve client retention and strengthen long-term partnerships. Lead and support escalation management, client saves, contract renewals, and executive-level conversations when needed. Identify opportunities to grow client value through FareHarbor products and features, including relevant commercial, operational, and distribution solutions. Help the team turn client feedback into actionable product requests, clearly articulating the business impact and partnering with Product, Support, Sales, Connectivity, and other internal teams to pursue solutions. Monitor client health and engagement signals, intervening early when accounts show signs of disengagement, dissatisfaction, or churn risk. Service Level and Operational Excellence: Ensure the team consistently meets Enterprise Service Level Card expectations, including the appropriate cadence of business reviews, strategic outreach, onsite engagement, follow-up, and account documentation. Review team workflow, portfolio coverage, and quality of execution to identify risks, bottlenecks, and opportunities to improve consistency. Use data, account insights, and manager judgment to prioritize the team’s time toward the clients and initiatives with the highest impact. Establish clear operating rhythms for upsells, risk reviews, account planning, client engagement, and monthly business reporting. Lead initiatives that improve Enterprise AM processes, increase team efficiency, and strengthen the Enterprise client experience. Cross-Functional Leadership and Communication: Serve as a key liaison between Enterprise Account Management, senior leadership, and cross-functional partners. Partner closely with Product, Support, Sales, Marketing, Legal, Finance, Connectivity, and Operations to resolve client issues and advance strategic opportunities. Communicate priorities, client themes, risks, progress, and resource needs clearly and transparently to relevant stakeholders. Maintain a strong understanding of FareHarbor’s product suite, industry trends, and competitive landscape to guide client and team strategy. 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. Experience managing Enterprise or other complex, high-value B2B client relationships, ideally in SaaS, technology, travel, hospitality, or a related industry. A demonstrated track record of improving retention, growing accounts, managing renewals, and navigating complex client escalations. Strong business judgment and the ability to balance short-term client needs with long-term commercial and operational outcomes. Experience using client health, engagement, revenue, and operational data to prioritize work and guide team performance. Ability to develop strategic account plans and translate client feedback into clear, actionable product or process recommendations. Excellent verbal, written, and presentation communication skills, with the ability to tailor messages for clients, direct reports, senior leaders, and cross-functional partners. High attention to detail, strong organization, and the ability to manage multiple priorities in a fast-paced environment. Technical aptitude and comfort learning CRM, SaaS, reporting, and productivity tools. A proactive, collaborative leadership style with high standards for accountability, follow-through, and client experience. 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.