Account Manager

Sydney

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 Account Manager is responsible for driving commercial outcomes across a portfolio of clients, directly influencing Net Revenue Retention (NRR), expansion revenue, product adoption, and long-term client value.

This role owns the end-to-end client relationship, balancing retention, growth, and client success. The Account Manager acts as a consultative partner, leveraging data, product knowledge, and industry insights to identify opportunities, mitigate risks, and deliver measurable business outcomes.

Success in this role is defined by portfolio growth, strong client relationships, high product adoption, and consistent execution of commercial and operational standards.

What you'll do here:

Portfolio Ownership & Growth

Own and manage a portfolio of 100+ accounts with responsibility for retention and revenue growth

Drive Net Revenue Retention (NRR) through upsells, expansion, and churn mitigation

Leverage data to prioritise high-impact opportunities

Work in partnership with your clients to negotiate and influence the implementation of growth strategies

Client Retention & Relationship Management

Build strong, long-term client relationships

Act as a trusted advisor aligned to client goals

Proactively identify churn risks and strong focus on churn prevention and retention

Manage escalations effectively

Deliver consistent, high-quality communication

Consultative Selling & Adoption

Lead strategic conversations to uncover growth opportunities

Position products based on value

Drive product adoption

Translate needs into actionable recommendations

Execution & Operational Excellence

Maintain CRM hygiene and documentation

Execute AM Playbook and Business Review standards

Coordinate cross-functional initiatives

Ensure timely follow-ups and execution quality

Cross-Functional Collaboration

Partner with internal teams to deliver outcomes

Advocate for client needs

Share insights and improve processes

What Success Looks Like

Achieving Net Revenue Retention (NRR) & upsell targets

High client retention and reduced churn

Strong proactive solutions focus and product adoption

Consistently meeting or exceeding KPIs

Adherence to processes and escalation procedures

Collaboration with internal & external stakeholders

Positive advocate of the FareHarbor brand and client advocacy

Core Competencies

Commercial acumen and revenue growth mindset

Relationship management skills

Retention and escalation management

Consultative selling

Organization and execution

Data-driven decision making

Cross-functional collaboration

Ownership mindset

Requirements:

2+ years in Account Management or Customer Success

Proven ability to retain and grow accounts

Experience in Tourism and/or SaaS industry preferred

Strong communication and presentation skills

Bonus points:

Experience using Google Analytics, Looker Studio, SEMRush and Microsoft Clarity or similar applications

Optimising conversions on websites and SEO improvements

Bilingual in English and Thai or French

Benefits:

Global leave benefit

22 weeks paid parental leave

2 weeks paid grandparent leave

Extended care and bereavement leave

Life insurance policy

Opportunity to share your ideas and make a difference in a growing company.

Fast-paced, high-energy and engaging work environment.

25 days of annual leave

Work-from-home assistance

Educational Opportunities

Social hours & events and team-building

Hybrid friendly

Wellness benefits (Headspace subscription & wellness webinars)

This full-time role is open to candidates with Australian Citizenship, Permanent Residency or New Zealand residency or those who have a minimum 2.5 years remaining on a valid Australian working visa and do not require sponsorship to work.

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.

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