Team Lead, Account Management

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 23,000 clients across 90+ countries—we’re the largest in our industry and shaping the future of travel, together.

Our team is an ‘Ohana of 1000+ 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 colours. We take care of one another and always prioritise 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 Management Lead – APAC is responsible for driving commercial performance and elevating leadership standards across the regional portfolio. This role acts as a leader on the team, directly influencing Net Revenue Retention (NRR), expansion revenue, product adoption, and long-term client value.

The Lead partners closely with Account Managers and the AM Manager to strengthen commercial execution, raise performance standards, and build leadership capability within the team. This role sets the benchmark for accountability, commercial rigour, executive presence, and integrity in the region.

As the first point of contact for high-value and complex escalations, the Lead is an advanced problem solver who collaborates cross-functionally to drive solutions, close process gaps, and elevate operational excellence.

Success in this role is defined by measurable improvement in retention, expansion revenue, forecasting accuracy, portfolio health, product adoption, and overall team performance.

What you'll do here:

• Commercial Ownership and Growth
• Drive regional Net Revenue Retention (NRR) and revenue growth targets across the APAC portfolio.
• Partner with and mentor Account Managers to identify whitespace opportunities and accelerate upsell pipeline conversion.
• Lead monthly portfolio performance reviews to proactively identify churn risk and revenue growth opportunities.
• Ensure upsell growth in alignment with targets, Quads expectations, AM Playbook standards, and pipeline hygiene across the team.
• Improve commercial outcomes through structured deal reviews and growth actions coaching.
• Proactively identify revenue risk trends and recommend corrective commercial action to AM leadership.
• Stay on top of team KPIs including Quads, AM Playbook adherence, upsell volumes, and portfolio health metrics to ensure the team remains on track and exceeds expectations.
• Portfolio Management
• Manage a reduced, high-impact portfolio to maintain hands-on commercial expertise
• Model best-in-class account planning, executive engagement, and revenue expansion strategy
• Demonstrate strong commercial discipline across retention strategy, upsell motion, and long-term account growth
• Establish clear standards for account planning quality and revenue opportunity identification
• Act as the first escalation point for high-value and complex accounts
• Collaborate with internal stakeholders to resolve complex issues and explore strategic options
• Commercial Capability Development
• Conduct structured ENT client reviews focused on growth identification, stakeholder mapping, technical problem solving, and expansion planning
• Mentor and coach Account Managers on: Value-based consultative selling (upsells)
• Stakeholder engagement
• Client revenue/data analysis and storytelling
• Objection handling and de-escalation
• Provide confident, constructive, and actionable feedback to team members to strengthen individual and team performance
• Identify individual and team skill gaps and collaborate with the AM Manager on development plans
• Lead recurring skill-building workshops to strengthen commercial thinking and strategic account planning
• Raise the overall bar for commercial conversations, professionalism, and integrity
• Portfolio & Process Strategy
• Support AMs in time prioritisation aligned to commercial opportunity and churn risk
• Vet and implement process improvements that increase efficiency without compromising revenue outcomes
• Proactively identify process gaps and provide structured feedback for improvements
• Liaise with cross-functional stakeholders to improve workflows and commercial execution
• Create clear performance dashboards and visibility into portfolio health metrics alongside AM management, ensuring all are kept up to date and risks are identified early and mitigated quickly.
• Stay on top of alpha/beta testing, product releases, and new feature rollouts.
• Drive awareness and client adoption of new products and enhancements
• Pioneer and execute successful team initiatives and engagement events
• Leadership & Team Expectations
• Act as a visible leadership presence within the AM team, reinforcing accountability and high performance standards.
• Set and model expectations around ownership, quick responsiveness, preparation, and executive-level communication.
• Serve as the first escalation point for high-risk or high-value accounts.
• Foster a high-performance culture by keeping the team motivated and grounded in transparency, ownership, and measurable outcomes.
• Communicate effectively and confidently with internal and external stakeholders
• Foster a high-performance culture grounded in transparency and measurable outcomes
• Maintain heavy involvement in internal projects as business needs arise

What Success Looks Like

• On or above target for APAC Net Revenue Retention (NRR)
• Increased upsell deal conversion rates and volume growth
• Reduction in preventable and NB churn
• Elevated AM commercial competency and client adoption, interaction and growth
• Reduced reactive escalations through proactive portfolio management and quick problem solving with collaborative teams
• Core Competencies

Demonstrated history of driving measurable revenue growth within an account portfolio.

Strong commercial acumen with ability to translate data into actionable growth strategies.

Proven ability to coach others to improve expansion performance and retention outcomes.

Demonstrated leadership presence and ability to influence team standards.

Advanced analytical skills with strong financial literacy.

Executive presence and ability to influence both internal and client stakeholders.

High accountability standard with a focus on measurable business impact.

Requirements

• 2–3+ years of high performance within Account Management or equivalent commercial role.
• Proven track record of exceeding retention and expansion targets.
• Demonstrated experience mentoring, leading initiatives, or influencing peer performance.
• Demonstrated success navigating complex commercial negotiations and escalations.
• Proven track record of coaching and mentoring others with clear impact