Ian
Pauley

Enterprise Customer Success & Account Management leader. 10 years 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

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About

About Me

I grew up in Kansas City, lived in Denver with my wife, and moved to New York City in the fall of 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 9 Enterprise Account Managers.

What I love about Customer Success and Account Management is the relationship arc. You earn trust by showing up for clients on their terms, solving the problems they bring you, and learning the business well enough to see around corners. Once that trust is there, you can stop being a vendor and start being a consultant. That shift is where the real work happens.

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

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Enterprise Renewal · FareHarbor

$350K+ expansion secured, $1.2M business retained

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 the CEO. $350K+ expansion closed January 2026.

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Client Growth · FareHarbor

Revenue in one year for a premium cultural operator

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.

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Distribution Strategy · FareHarbor

In commissions saved by rebalancing the channel mix

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.

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Program Design · FareHarbor

QBR and EBR programs built from scratch

No business review process existed when I returned from iCIMS. Built a two-track program with Tableau and Looker integrations, leadership buy-in, and a full team rollout.

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Playbook Design · FareHarbor

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

Workstream owner for FareHarbor's biggest product bet

FareHarbor Dock: a pioneering, industry-changing product. $244K in its first full year. On track for $524K in 2026, pacing 189% ahead of target.

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Partnership Rollout · FareHarbor

FareHarbor × Afterpay rollout

247 operators implemented. 73K bookings facilitated. 23% AOV increase. A new BNPL integration that changed how customers book and how much they spend.

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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

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.

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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 Events

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