Client Success Manager (Arrive Fresh)

• 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
• 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

Benefits

• Employee referral bonus program
• Relocation assistance no matter where you’re moving from
• Competitive compensation packages
• Excellent benefits
• Matching 401(k) plan
• Two floating holidays in your first year
• Professional development tools
• Leadership development programs

• Exceptional communication, high-pressure problem-solving, active listening, and composure during time-critical crisis management
• Proficiency in Transportation Management Systems (TMS), CRM software (e.g., Salesforce), and data analytics or spreadsheet tools
• Industry Knowledge: Familiarity with reefer freight, temperature-controlled transport, produce seasonality, or USDA/FDA food-transit standards is a strong plus
• Education: Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or a related field (or equivalent operational experience)
• Experience: 3+ years of experience in customer success, account management, or operations within freight brokerage, third-party logistics (33L/3PL), or supply chain management