Client Success Manager - Arrive Fresh
About The Position
The Client Success Manager for Arrive Fresh leads client success for the produce vertical and manages produce shippers. The role is responsible for the performance and operational strategy of a Client Success team specializing in fresh and perishable goods, and works with department leaders to optimize processes and advance strategic initiatives across the produce supply chain. The manager is the main point of contact for fresh-produce shippers, growers, receivers, and carriers. The team monitors time-sensitive, temperature-controlled shipments, coordinates with carriers, manages cold-chain expectations, and addresses transit issues to protect client outcomes. The position shapes the Arrive Fresh Client Success strategy and fosters a culture of excellence and collaboration. It includes owning client accounts, guiding onboarding, managing shipment exceptions, coaching Client Success Representatives, reviewing performance, supporting retention and growth, and collaborating across sales, carrier procurement, operations, claims, and accounting.
Requirements
- At least 3 years of experience in customer success, account management, or operations within freight brokerage, third-party logistics (3PL), or supply chain management.
- Proficiency with Transportation Management Systems (TMS), CRM software such as Salesforce, and data analytics or spreadsheet tools.
- Exceptional communication, high-pressure problem-solving, and active listening skills, with composure during time-critical crisis management.
- Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or a related field, or equivalent operational experience.
Nice To Haves
- Familiarity with reefer freight, temperature-controlled transport, produce seasonality, or USDA/FDA food-transit standards.
Responsibilities
- Serve as the primary trusted advisor and daily point of contact for a portfolio of produce freight clients.
- Monitor refrigerated (reefer) loads in transit, track temperature logs, and coordinate proactively with dispatchers and carriers to prevent delays or spoilage.
- Resolve delivery disruptions, temperature deviations, detention issues, and claims with operations and claims teams.
- Coach Client Success Representatives in the knowledge and service skills needed to serve produce customers effectively.
- Guide new produce shippers or receivers through platform and system setup, tender processes, and communication protocols.
- Conduct regular business reviews analyzing on-time delivery rates and tender acceptance.
- Drive account retention, handle renewals, and identify opportunities to expand freight volume or cross-sell specialized logistics services.
- Partner with sales, carrier procurement, and accounting teams to align service levels and resolve billing or rate discrepancies.
- Collaborate with department leaders to optimize business processes and drive strategic initiatives in the produce supply chain.
Benefits
- Medical, dental, vision, life, disability, and supplemental coverage.
- Matching 401(k) program.
- Employee Resource Groups.
- Office-wide engagement activities, team events, and happy hours.
- Free onsite parking.
- Onsite coffee bar.
- Onsite gym.
- Free counseling sessions through the Employee Assistance Program.
- Company-paid holidays, paid vacation time, and wellness days.
- 100% paid parental leave.
- Referral Program.
- Relocation assistance for candidates who are not local to the area.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
