Director of Client Success, Fresh

Director of Client Success, Arrive Fresh

As the Director of Client Success for Arrive Fresh, you will assume a critical leadership role in driving the performance, operational strategy, and growth of our produce and floral division. We are seeking a highly experienced, solutions‑oriented leader who combines deep expertise in perishable cold‑chain logistics with a proven ability to scale brokerage operations. In this position, you will lead by example, mentor a team, and build strategic, long‑term relationships with premier fresh shippers to accelerate business growth.

• 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 Arrive Now 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.

• 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.

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

• 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.
• 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!