Ian
Pauley

Enterprise Customer Success & Account Management leader. Nearly a decade of B2B SaaS. Based in New York City.

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Ian Pauley
100%
Retention rate on $5.5M ARR portfolio
104.7%
Average NRR across enterprise accounts
$350K+
ARR secured from one renewal & expansion
10 yrs
B2B SaaS experience, one company

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About

About Me

I grew up in Kansas City, lived in Denver with my partner for nine years, and moved to New York City in Fall 2025. I've spent 10 years at FareHarbor, a B2B SaaS platform for tours and activities, working my way from Technical Product Specialist to managing a team of Enterprise Account Managers.

With nearly a decade of experience in the Customer Experience space, I've found that Customer Success and Account Management is where I thrive. I'm motivated by earning trust with my clients by showing up with curiosity, persistently solving problems, and bringing value to every single conversation. I'm customer obsessed and think both creatively and strategically. I'm able to spot opportunities and take the next step by coming up with solutions and securing buy-in to implement.

In my personal time, I'm an avid runner currently training for the NYC Marathon with my brother as well as my first 50 miler in December 2026. I'm a people person and a natural connector which is why I also plan community events like LiverMan 100, a triathlon turned endurance event, with the aim of bringing people together.

Performance snapshot

As IC

104.7%
NRR
100%
Retention rate
$5.5M
ARR managed

As Manager

104%
Team NRR
98.6%
Team retention
$49M
Team ARR managed
Case studies

Where I've moved the needle

Click any to read the full story.

Enterprise Renewal · FareHarbor
$350K ARR
Retaining a Top 5 Account with a 350k Expansion
Coached my AM through a churn risk on a $1.2M account, spotted an expansion opportunity in the first meeting, and built the internal case to close. $350K+ expansion closed January 2026.
Read the story →
Client Growth · FareHarbor
+108%
Proactive Consulting Leads to a 250k Expansion Win
They'd never sold their flagship experience online. Didn't think it was possible. Six months of trust-building and a small test proved otherwise. $1.52M to $3.16M.
Read the story →
Distribution Strategy · FareHarbor
~$920K
Storytelling with Data Leads to 920k Saved in Affiliate Commissions
Consistently sold-out operator, paying affiliate commissions they didn't need. Shifted from 27% to 7% affiliate in one year. Same volume, much better margins.
Read the story →
Program Design · FareHarbor
0 → 2
Program Design: QBRs & EBRs
No business review process existed on the Enterprise AM team. Built a two-track program with Tableau and Looker integrations, leadership buy-in, and a full team rollout.
Read the story →
Playbook Design · FareHarbor
Red → Green
Playbook Design: Go-to-Green Playbook
A 10-day multi-channel sprint for re-engaging silent and at-risk enterprise accounts. Removes the guesswork and raises the floor on every attempt.
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Product Ownership · FareHarbor
189%
Program Ownership: FareHarbor Dock
FareHarbor Dock: a pioneering, industry-changing product. $244K in its first full year. On track for $524K in 2026, pacing 189% ahead of target.
Read the story →
Partnership Rollout · FareHarbor
$1.2M
Product Rollout: Afterpay
287 operators implemented. $1.2M GMV. 23% AOV increase. A BNPL integration that improved conversion rates and how much customers spend.
Read the story →
Beyond the job

What I build when nobody asks me to

The things I build outside of work say as much about how I operate as anything on my resume.

Personal Project
LiverMan 100
An endurance race I built twice
After a 2017 liver transplant, I created an unsanctioned triathlon in the Colorado mountains. Then brought it to NYC.
Read the story →
Side Project
NYC Tree Tour
NYC Tree Tour, a walking tour through Central Park
Built a Google Map of 65+ remarkable trees across NYC, then started running guided walks through Central Park. Open to friends and strangers via Eventbrite.
See the project →
Community Building
Community Gatherings
Supper club, Friday adventures, and summer camp
Al Fresco Supper Club. Friday Night Adventures. Adult Summer Camp. Three ongoing series built around the same idea: good people who should know each other, doing things worth remembering.
Read about them →

Let's talk.

iancpauley@gmail.com
LinkedIn 816.807.9237