Customer Success Manager, FareHarbor
Dutch Speaker
More information about location
Booking solutions for tour operators
Open for applications
Booking solutions for tour operators
501-1000 employees
Open for applications
More information about location
501-1000 employees
Company mission
To make experiences better for everyone.
Role
Who you are
- We are looking for a commercially minded Account Manager who thrives on building long-term client relationships, uncovering opportunities for growth, and ensuring clients continue to see value from FareHarbor
- If you are proactive, collaborative, and motivated by driving both client success and revenue growth, this role is for you
- 2+ years’ experience in account management or customer success, in B2B SaaS or travel tech is preferred
- Strong relationship management skills with a proven ability to retain and grow accounts
- Strong commercial acumen and a consultative mindset, with experience uncovering client needs and translating them into solutions
- Ability to manage risk and retention, including handling escalations and turning challenges into opportunities
- Strong project coordination and organizational skills; able to balance multiple client initiatives at once
- Cross-functional collaboration skills, with the ability to influence and align internal teams to deliver client outcomes
- Excellent communication skills, both written and verbal, with confidence presenting to different client stakeholders
- Proactive, adaptable, and results-oriented, thriving in a fast-paced environment
- Legal authorization to work in the European Union
- Fluency in Dutch and English; additional European languages are a plus
What the job involves
- The Account Management team at FareHarbor plays a key role in building long-lasting client partnerships and driving commercial outcomes
- As an Account Manager, you’ll play a central role in driving measurable outcomes across your portfolio: retaining clients, uncovering growth opportunities, and ensuring their needs are translated into tangible results
- This position is responsible for managing a portfolio of FareHarbor clients, optimizing their experience, and driving both satisfaction and revenue growth
- Your role will be a mix of proactively strengthening client partnerships, consultatively upselling solutions that align with client goals, and collaborating across internal teams to deliver on client requests and product improvements
- You’ll combine strong commercial acumen with a consultative approach, while also acting as the client’s advocate across our teams to turn their needs into tangible outcomes
- Retain and foster client relationships by building trust, understanding business goals, and reinforcing FareHarbor’s value
- Proactively manage churn risks and resolve escalations for high-value accounts
- Act as a consultative partner, leading strategic conversations, uncovering opportunities, and driving adoption of FareHarbor’s solutions
- Identify and close upsell opportunities aligned with client needs, contributing to overall revenue growth
- Coordinate key client initiatives, ensuring smooth execution by aligning with Support, Product, and other stakeholders
- Advocate for clients internally, influencing feature development based on client feedback
- Contribute to the AM team’s success by sharing best practices, role-playing, and actively participating in team projects and meetings
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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