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 p