Manager of Mid-Market Account Management, FareHarbor
NORAM
$97.4-146.2k
+ 15% bonus potential
More information about location
Booking solutions for tour operators
Be an early applicant
Booking solutions for tour operators
501-1000 employees
Be an early applicant
$97.4-146.2k
+ 15% bonus potential
More information about location
501-1000 employees
Company mission
To make experiences better for everyone.
Role
Who you are
- 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
- 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
- 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
- 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
What the job involves
- 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
- You will be responsible for optimizing team performance, identifying and coaching to trends, and ensuring both retention and growth across hundreds of customer relationships
- 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
- 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
- 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
- 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
Application process
- Application Deadline: April 9th, 2025
Our take
Most holidaygoers in the US prefer to book their activities and experiences online - but when it comes to local operators, this isn’t always possible. FareHarbor has been developing software to help digitize the booking process for these smaller businesses, and over a decade, has brought more than 5,000 of them onto the books.
Along the way, FareHarbor also built up some strong momentum in the reservation management and distribution areas of the sector, which drove up the company’s valuation - making it a prime candidate for acquisition. Whilst TripAdvisor reportedly made multiple bids, FareHarbor ultimately went to Booking Holdings, the US’ largest vendor of tour company booking software.
This puts FareHarbor in a strong position. Booking Holdings is acquiring companies at a steep rate (ten in the last ten years), and good ones too - Kayak and Venga number among them. This will help FareHarbor with customer acquisition, and insulate it somewhat from any wobbles in the hospitality sector.
Freddie
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Funding (1 round)
May 2015
$0.2m
SEED
Total funding: $0.2m
Company HQ
Grachtengordel-Zuid, Amsterdam, Netherlands
Leadership
Matt Broten
(Software Engineer)Worked in various Software Engineering roles at Minnesota Supercomputing Institute, University of Minnesota, Open Systems International, Instant Automatic, and Artery- which they also co-founded.
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