Job Title

About The Role The Account Manager is responsible for driving commercial outcomes across a portfolio of clients, directly influencing net revenue retention, expansion revenue, product adoption, and longterm client value. This role owns the endtoend 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 is defined by portfolio growth, strong client relationships, high product adoption, and consistent execution of commercial and operational standards. What Youll 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 highimpact opportunities Work in partnership with your clients to negotiate and influence the implementation of growth strategies Client Retention & Relationship Management Build strong, longterm client relationships Act as a trusted advisor aligned to client goals Proactively identify churn risks and focus on churn prevention and retention Manage escalations effectively Deliver consistent, highquality 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 crossfunctional initiatives Ensure timely followups and execution quality CrossFunctional 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 Datadriven decision making Crossfunctional 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. Fastpaced, highenergy and engaging work environment. 25 days of annual leave Workfromhome assistance Educational Opportunities Social hours & events and teambuilding Hybrid friendly Wellness benefits (Headspace subscription & wellness webinars) Equal Opportunity & Inclusion Statement 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. Were 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, were here to support you. Please reach out to your recruiter to request any accommodations. This fulltime 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. #J-18808-Ljbffr