Client Success Manager - Arrive Fresh

Job description

**Who We Are** Arrive Logistics is a leading transportation and technology company in North America with plans to grow significantly year over year. Our success is a testament to our remarkable team and what we’re building together. We’re committed to providing employees with a meaningful work experience and have established an award-winning culture that supports personal and career development in a fun, casual, and collaborative environment. **Who We Want** First, someone who is passionate about building and scaling a new and growing vertical within Arrive. As a Manager of Client Success at Arrive, **with a dedicated focus on the Arrive Fresh/produce vertical,** you will take a leadership position managing our produce shippers. You will be responsible for the performance and operational strategy of a Client Success team specializing in fresh and perishable goods. This role involves collaborating closely with other department leaders to optimize business processes and drive strategic initiatives specifically within the produce supply chain. This position requires a leader who can navigate the unique challenges of produce freight, champion necessary changes, lead by example, and work cross-functionally to ensure the success of Arrive’s objectives in this critical sector. This Client Success Manager will be instrumental in shaping our Arrive Fresh Client Success strategy and fostering a culture of excellence and collaboration within this specialized area. The Client Success Manager for Arrive Fresh acts as the main point of contact for fresh-produce shippers, growers, receivers and carriers. Because produce freight is time-sensitive and temperature-controlled (refrigerated/reefer), you and your team will monitor shipments, coordinate with carriers, manage cold-chain expectations, and prevent transit issues before they impact the client's bottom line. ### What You'll Do - **Account Ownership:** Serve as the primary trusted advisor and daily point of contact for a portfolio of produce freight clients. - **Shipment & Cold-Chain Tracking:** Monitor reefer (refrigerated) loads in transit, track temperature logs, and coordinate proactively with dispatchers and carriers to prevent delays or spoilage. - **Issue & Exception Management:** Rapidly resolve delivery disruptions, temperature deviations, detention issues, or claims in collaboration with operations and claims teams. - **Manage and Coach:** Coach a team of Client Success Reps to understand the knowledge and service skills required to perform at a high level for Produce Customers. - **Client Onboarding:** Guide new produce shippers or receivers through platform/system setup, tender processes, and communication protocols. - **Performance Reviews:** Conduct regular business reviews (QBRs) analyzing on-time delivery (OTD) rates, and tender acceptance. - **Retention & Growth:** Drive account retention, handle renewals, and identify opportunities to expand freight volume or cross-sell specialized logistics services. - **Cross-Functional Collaboration:** Partner with sales, carrier procurement, and accounting teams to align service levels and resolve billing or rate discrepancies. ### Qualifications - **Experience:** 3+ years of experience in customer success, account management, or operations within freight brokerage, third-party logistics (33L/3PL), or supply chain management. - **Industry Knowledge:** Familiarity with reefer freight, temperature-controlled transport, produce seasonality, or USDA/FDA food-transit standards is a strong plus. - Proficiency in Transportation Management Systems (TMS), CRM software (e.g., Salesforce), and data analytics or spreadsheet tools. - Exceptional communication, high-pressure problem-solving, active listening, and composure during time-critical crisis management. - **Education:** Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or a related field (or equivalent operational experience). ### The Perks of Working With Us - Take advantage of our comprehensive benefits package, including medical, dental, vision, life, disability, and supplemental coverage. - Invest in your future with our matching 401(k) program. - Build relationships and find your home at Arrive through our Employee Resource Groups. - Enjoy office wide engagement activities, team events, happy hours and more! - Leave the suit and tie at home; our dress code is casual. - Work in the booming city of Austin, TX – we are in a convenient location close to the airport and downtown. - Park your car for free on site! - Start your morning with a specialty drink from our fully stocked coffee bar, Broker’s Brew. - Sweat it out with the team at our onsite gym. - Maximize your wellness with free counseling sessions through our Employee Assistance Program - Take time to manage your physical and mental health - we offer company paid holidays, paid vacation time and wellness days. - Receive 100% paid parental leave when you become a new parent. - Get paid to work with your friends through our Referral Program! - Get relocation assistance! If you are not local to the area, we offer relocation packages.