About the role:The Manager of Mid-Market Account Management is a high-impact leadership role responsible for guiding a team that oversees a diverse portfolio of clients of varying sizes, geographies and segments. Collectively they represent a critical segment of FareHarbor's revenue and future growth.
This role requires a leader who excels in driving scalable success - someone who can empower a high-performing team to deliver proactive, consistent, and high-quality service across a wide book of business. You will be responsible for optimizing team performance, identifying and coaching to trends, and ensuring both retention and growth across hundreds of customer relationships.
The ideal candidate thrives in fast-paced, high-volume environments, where success depends on setting clear priorities, leveraging systems, and knowing when to dive deep versus when to guide from a high level. You'll partner closely with peers and cross-functional teams to drive operational excellence, build repeatable success patterns, and ensure that FareHarbor remains a trusted and strategic partner to our Mid-Market clients.
If you're energized by the idea of creating leverage through process and coaching, as well fostering a culture of repeatable excellence, this is your opportunity to make a meaningful impact.
What you'll do here:People Management - Coach, mentor, develop, and manage a team of 8+ AMs as they grow and oversee varied portfolios of mid-market clients.
- Build a team culture that values ownership, results, and continuous learning.
- Drive progress towards our north star for client growth: Net Retained Revenue, understanding the key drivers of client retention, expansion and contraction as well as any associated metrics indicating account health.
- Provide consistent, structured feedback-recognizing strong performance and addressing gaps with clarity and care.
- Collaborate with our Commercial Training organization to support efficient team upskilling
Operational Excellence at Scale- Monitor and guide team workflows to ensure coverage, consistency, and quality
- Direct client communications and problem solving for accounts at risk of churn due to escalation, functionality, or client service issues. When in doubt, pick up the phone.
- Use data to identify performance trends and uncover coaching or process opportunities that improve client and FareHarbor performance.
- Allocate resources thoughtfully to support strategic projects, initiatives, and client escalations as needed.
- Lead initiatives that refine internal workflows, improve efficiency, and drive clarity for ICs.
- Ensure clients receive timely, value-driven support-focused on retention, product adoption, and expansion where applicable.
- Help your team prioritize accounts based on risk, opportunity, and value to FareHarbor, and know when to go deep.
Stakeholder Alignment and Communication- Serve as a key liaison between your team and leadership, surfacing insights, blockers, and opportunities.
- Collaborate regularly and effectively with other Managers to align project prioritization, individual expectations, and team goals.
- Communicate team updates, performance, and project progress clearly and proactively to key stakeholders.
- Foster transparency and trust through regular team communications that connect day-to-day work with broader goals.
Requirements:- 5+ years in Account Management with ideally 3+ years in a leadership function, preferably in a SaaS or tech-enabled environment
- Strategic thinking and the ability to synthesize data, identify patterns, and prioritize effectively.
- Excellent coaching and mentoring skills - you know how to make others better.
- Strong process orientation and ability to scale success through playbooks, tools, and frameworks.
- Excellent communication and stakeholder management skills across various functions and levels.
- Ability to balance empathy and accountability - supporting your team while holding a high bar.
- A bias toward action and continuous improvement, with a focus on team enablement and client impact.
- Ability to work within a rapidly changing environment that demands multitasking and prioritization of projects and bandwidth.
- Innovative, motivated, confident, organized, high-energy team player.
Benefits - Medical, dental + vision coverage
- 26 vacation days, 10 sick days & 12 paid holidays per year
- Global leave benefit
- 22 weeks paid parental leave
- 2 weeks paid grandparent leave
- Extended care and bereavement leave
- Life insurance policy
- 401k + employer matching
- Social hours & events and team-building
- Educational Opportunities
- Wellness benefits (Headspace subscription & wellness webinars)
- Work-from-home assistance
- Hybrid friendly
- Paid volunteer hours
Salary Range: $100,850-$151,276, plus 15% bonus potential
Please note you must be authorized to work in the United States for this position.
