Client Success Manager - Hawai'i

Client Success Manager - Hawai'i

Honolulu

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+ countrieswe'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 peoplethe 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 workto 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

FareHarbor is seeking a Client Success Manager to support Hawai?i clients through high-quality onboarding today and grow into a deeper Client Success role over time.

This is a hands-on, technical role for someone who enjoys learning how businesses operate and translating those needs into a well-built FareHarbor dashboard. Initially, the CSM will work closely with the onboarding team to support new client builds, training, and launchesparticularly for Hawai?i operators with complex operational needs.

As the role develops, the CSM will build the product knowledge, local-market understanding, and internal relationships needed to support Client Success projects. This includes helping existing clients improve older or complex dashboards, adopt relevant features, and solve operational challenges alongside Account Managers.

This role will not initially own a client portfolio or serve as the primary relationship manager. Instead, it is intended to add local, technical capacity where it is needed most while creating a strong pathway into Client Success.

What You'll Do Here:

• Onboarding Support: Partner with the onboarding team to support new Hawai?i client builds, training, and launches. Help ensure dashboards are set up accurately and reflect each client's real operational needs.
• Complex Dashboard Builds: Assist with more detailed onboarding projects for Hawai?i-specific workflows.
• Project Coordination: Help keep onboarding projects organized by tracking outstanding items, preparing for client meetings, identifying risks early, and coordinating with the appropriate internal teams.
• Client Training & Launch Support: Support client training and go-live preparation so clients understand their dashboard and feel confident using FareHarbor from day one.
• Local Market Expertise: Apply an understanding of the Hawai?i tourism and activities industry to help identify needs that may be missed in a remote onboarding model, reducing avoidable rework and improving the client experience.
• Client Success Development: Learn FareHarbor's Client Success processes and gradually support projects for existing clients, including dashboard clean-up, feature setup, and workflow improvements.
• Cross-Functional Collaboration: Work closely with Onboarding, Account Management, Support, and Product teams to help move client projects forward and resolve complex setup questions.
• Feedback & Process Improvement: Share patterns and feedback from onboarding projects to help improve internal processes, product education, and support for Hawai?i clients.
• On-Site Support: Participate in local client visits, training, and go-lives when appropriate, helping the team deliver a thoughtful and locally informed client experience.

Requirements:

• Relevant Experience: Experience in onboarding, implementation, client success, project coordination, account management, technical support, or another client-facing role.
• Technical Curiosity: Comfortable learning new systems, understanding how clients operate, and working through detailed dashboard or workflow questions.
• Organization & Follow-Through: Able to manage multiple moving pieces, stay organized, and communicate clearly about project status and next steps.
• Problem-Solving: Strong critical-thinking skills and a practical approach to solving client and operational challenges.
• Collaboration: Comfortable working across teams and asking the right questions to help clients and internal partners move work forward.
• Communication: Clear and thoughtful written and verbal communication skills, with the ability to explain technical information in a simple, helpful way.

Preferred Qualifications

• Experience in Hawai?i tourism, activities, hospitality, transportation, or affiliate businesses.
• Familiarity with FareHarbor or reservation-management software.
• Prior experience building, configuring, or supporting SaaS software for clients.
• Ability to travel locally within Hawai?i for client meetings, training, and go-live support.

Growth Path

The role will begin with a strong focus on supporting onboarding. As the CSS gains experience with FareHarbor dashboards, Hawai?i client setups, and internal processes, they will take on more Client Success responsibilities. Over time, this person can support larger dashboard-improvement projects and help existing clients make better use of FareHarbor's featurescontributing to stronger client health, adoption, and retention across Hawai?i.

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: $80,482-$120,722, plus 10% bonus potential

Please note you must be authorized to work in the United States for this position.

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