Manager of Account Management, EUR (Bilingual - German)

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 1,000+ 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 Account Management is responsible for leading the Account Management organization across BENELUX, DACH, and Nordics, with a primary focus on commercial growth, client retention, and team performance.

This role is accountable for driving regional retention, Net Revenue Retention (NRR), and upsell performance through a team of Account Managers. In addition to commercial ownership, the role ensures customers achieve long-term value from FareHarbor through strong partnership management, software adoption, and strategic customer engagement.

The Manager of Account Management partners closely with the Director of Account Management, VP New Markets, and cross-functional stakeholders to identify regional growth opportunities, reduce churn risk, and strengthen FareHarbor's market position across EMEA.

What you'll do here:

Commercial Leadership & Revenue Growth

• Own regional commercial performance across BENELUX, DACH, and Nordics, with accountability for NRR, upsell, retention and account expansion targets
• Drive commercial growth through upsell, cross-sell, retention & growth initiatives
• Build & execute scalable strategies to identify revenue opportunities & increase customer lifetime value
• Monitor portfolio health, churn trends, commercial risks & growth opportunities across the region
• Own relationships with key strategic accounts & support high-value commercial conversations where required
• Create customer value through initiatives such as Distribution, Dynamic Pricing, AI implementation, and other FareHarbor growth solutions
• Identify market-specific growth opportunities & support localization efforts, particularly within the DACH market

Team Leadership & Performance Management

• Lead, coach, and develop a team of Account Managers across the region
• Build a high-performance, commercially driven, and customer-focused team culture
• Set clear expectations and ensure alignment with regional business objectives and KPIs
• Foster an inclusive and positive work environment that supports performance, engagement & growth

Operational Excellence & Process Improvement

• Improve team workflows, processes & operational efficiency across the AM organization
• Create & maintain AM documentation, best practices, and scalable processes
• Ensure projects & initiatives are delivered on time and aligned with business objectives
• Communicate progress, risks, blockers, and resource needs to relevant stakeholders

Cross-Functional Collaboration & Strategic Execution

• Partner closely with Sales, Onboarding, Support, Product, Distribution, and Leadership teams to improve commercial and customer outcomes
• Translate customer & market insights into actionable business recommendations
• Support strategic initiatives that strengthen FareHarbor's growth & retention strategy
• Contribute to the evolution of AM best practices & commercial strategy

Success Metrics

• Net Revenue Retention (NRR)
• Upsell and account expansion performance
• Team engagement and performance
• Churn reduction and portfolio health

Skills & Competencies

• Strong commercial mindset with a focus on revenue growth and retention
• Client-first approach with the ability to balance customer needs and business objectives
• Data-driven decision maker with strong analytical and problem-solving skills
• Proven leadership and coaching capabilities
• Strong communication and stakeholder management skills
• Ability to operate effectively in a fast-paced and rapidly changing environment
• Strong organizational and prioritization skills
• Technical aptitude and ability to quickly learn SaaS and CRM platforms
• Process-oriented mindset with experience improving workflows & operational efficiency
• High attention to detail and quality of execution
• Innovative, proactive, and solutions-oriented approach

Requirements:

• 2-3 years of people leadership experience within AM, Sales or Customer Success
• Experience owning commercial KPIs such as retention, NRR, upsell & account growth
• Experience working within EMEA markets; DACH market experience strongly preferred
• Professional fluency in German required
• Experience within SaaS, travel tech, marketplace, hospitality preferred

Please note:

This role does not carry an individual account book and focuses on regional team leadership & commercial performance.

Benefits

• Global leave benefit
  • 22 weeks paid parental leave
  • 2 weeks paid grandparent leave
  • Extended care and bereavement leave
  • Life insurance policy
• Pension Plan
• Central Amsterdam Location
• Discount CZ insurance
• Working in a multicultural environment - 45 different nationalities
• Commuting allowance for public transport & subsidized lunch
• Wellness benefits (Headspace subscription & wellness webinars)
• Hybrid friendly
• Work-from-home assistance
• Educational Opportunities
• Social hours & events and team-building
• 26 vacation days per year

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.