Manager, Enterprise Account Management

FareHarbor•Denver, CO

22h•$100,850 - $151,276•Hybrid

About The Position

The Manager, Enterprise Account Management leads a team of 7–10 Enterprise Account Managers responsible for FareHarbor’s largest and most strategic client partnerships. This leader is accountable for building a high-performing team that delivers proactive, thoughtful, and consistent account management to complex Enterprise clients across tours, activities, travel, and attractions. This role combines people leadership, client strategy, and commercial ownership. You will help your team retain and grow high-value relationships by ensuring clients receive the right level of engagement, meet defined Service Level Card expectations, and have clear strategies for renewals, risk mitigation, and expansion. You will also help surface client needs and partner cross-functionally to advance new products, features, and solutions that create meaningful value for Enterprise operators. The ideal candidate is a strong coach and operator who can balance the details of a large client portfolio with a long-term view of client health, team performance, and revenue growth.

Requirements

Ideally 5+ years of Account Management or equivalent client facing experience experience, with 3+ years in a people leadership or mentorship role, preferably in a SaaS or tech-enabled environment.
Experience managing Enterprise or other complex, high-value B2B client relationships, ideally in SaaS, technology, travel, hospitality, or a related industry.
A demonstrated track record of improving retention, growing accounts, managing renewals, and navigating complex client escalations.
Strong business judgment and the ability to balance short-term client needs with long-term commercial and operational outcomes.
Experience using client health, engagement, revenue, and operational data to prioritize work and guide team performance.
Ability to develop strategic account plans and translate client feedback into clear, actionable product or process recommendations.
Excellent verbal, written, and presentation communication skills, with the ability to tailor messages for clients, direct reports, senior leaders, and cross-functional partners.
High attention to detail, strong organization, and the ability to manage multiple priorities in a fast-paced environment.
Technical aptitude and comfort learning CRM, SaaS, reporting, and productivity tools.
A proactive, collaborative leadership style with high standards for accountability, follow-through, and client experience.

Responsibilities

Lead, coach, and develop a team of 7–10 Enterprise Account Managers managing FareHarbor’s largest client relationships.
Set clear performance expectations and create accountability around retention, client engagement, Service Level Card completion, revenue growth, and operational excellence.
Hold regular one-on-ones, team meetings, and performance conversations; recognize strong performance and address gaps directly and constructively.
Support individual development through coaching, feedback, career planning, and targeted skill-building.
Partner with the AM Training team to onboard, train, and ramp new hires successfully.
Build an inclusive, high-trust team environment that values urgency, ownership, collaboration, and continuous improvement.
Maintain a strong working knowledge of the largest and highest-risk clients in the team’s portfolio, including their goals, business model, product usage, engagement level, and renewal outlook.
Ensure Account Managers deliver proactive and strategic recommendations that improve client retention and strengthen long-term partnerships.
Lead and support escalation management, client saves, contract renewals, and executive-level conversations when needed.
Identify opportunities to grow client value through FareHarbor products and features, including relevant commercial, operational, and distribution solutions.
Help the team turn client feedback into actionable product requests, clearly articulating the business impact and partnering with Product, Support, Sales, Connectivity, and other internal teams to pursue solutions.
Monitor client health and engagement signals, intervening early when accounts show signs of disengagement, dissatisfaction, or churn risk.
Ensure the team consistently meets Enterprise Service Level Card expectations, including the appropriate cadence of business reviews, strategic outreach, onsite engagement, follow-up, and account documentation.
Review team workflow, portfolio coverage, and quality of execution to identify risks, bottlenecks, and opportunities to improve consistency.
Use data, account insights, and manager judgment to prioritize the team’s time toward the clients and initiatives with the highest impact.
Establish clear operating rhythms for upsells, risk reviews, account planning, client engagement, and monthly business reporting.
Lead initiatives that improve Enterprise AM processes, increase team efficiency, and strengthen the Enterprise client experience.
Serve as a key liaison between Enterprise Account Management, senior leadership, and cross-functional partners.
Partner closely with Product, Support, Sales, Marketing, Legal, Finance, Connectivity, and Operations to resolve client issues and advance strategic opportunities.
Communicate priorities, client themes, risks, progress, and resource needs clearly and transparently to relevant stakeholders.
Maintain a strong understanding of FareHarbor’s product suite, industry trends, and competitive landscape to guide client and team strategy.