Director of Client Success, Arrive Fresh

What You'll Do

- Direct the day-to-day operations of the Arrive Fresh Client Success Department, inspiring, motivating, and leading the team to meet corporate and modal objectives.

- Act as the primary conduit connecting Arrive Fresh client success with the organization’s technology, capacity, finance, and business development departments.

- Establish and roll out robust Standard Operating Procedures (SOPs) and program designs tailored to temperature-controlled and perishable cold-chain operations.

- Collaborate with our Beyond Business Hours leadership team to develop and execute after-hours processes that ensure a seamless 24/7 experience for our customers.

- Play an integral role in the Client Success forecasting process and drive team accountability to targeted volume, margin, and revenue numbers.

- Build, manage, and leverage cross-departmental relationships to ensure operational alignment, rapid issue resolution, and service improvements.

- Partner with our capacity and business development teams to fulfill customer RFP and spot requests in a timely manner.

- Provide the Arrive Fresh client success team with the training and resources necessary to develop their communication, delegation, customer service and sales skills.

- Drive technology adoption, specifically with the ArriveNow platform, while identifying and creating automation roadmaps for complex operational tasks.

- Manage customer implementations and design custom logistics solutions that reduce costs, improve service levels, and increase customer retention.

- Operate as an escalation contact for your team and our Arrive Fresh clients to resolve supply chain exceptions in service, billing, communication and visibility.

- Ensure strict adherence to regulatory standards, including the Food Safety Modernization Act (FSMA), Sanitary Transportation of Food (STF), and Perishable Agricultural Commodities Act (PACA).

- Partner with Employee Success (ES) and Learning & Development (L&D) to address performance lapses, assess turnover, and develop retention-driven engagement strategies.

- Navigate and champion organizational change, communicating the "why" behind transitions effectively and fostering an optimistic, solutions-oriented team culture.

Qualifications

- Bachelor’s Degree in Business Administration, Finance, Supply Chain, or equivalent professional experience preferred.

- 15+ years of relevant logistics and brokerage experience in third-party logistics (3PL) or asset-based providers.

- 10+ years of dedicated expertise in produce and floral logistics, with deep knowledge of perishable cold-chain execution.

- 3+ years of logistics leadership or management experience in a fast-paced environment.

- Strong background in account management and customer-facing solution design.

- Expert knowledge of regulatory compliance environments including FSMA, STF, and PACA.

- Advanced proficiency in the Microsoft Office suite (specifically Excel and PowerPoint) for complex data analysis and business presentations.

- Exceptional communication and interpersonal skills, with a proven ability to inspire, develop, and performance-manage employees.

Supervisory Responsibility

This position has direct supervisory responsibilities over Client Success Associates and Representatives specializing in produce and floral logistics.

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.