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 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 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 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.
- Rapid‑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)

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. 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.

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.

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📌 Account Manager (City of Sydney)
🏢 Fareharbor
📍 City of Sydney