Director of Client Success, Arrive Fresh

Who We Want

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 the produce and floral division. This role requires deep expertise in perishable cold-chain logistics and the ability to scale brokerage operations while building long-term relationships with fresh shippers.

What You'll Do

• Direct day-to-day operations of the Arrive Fresh Client Success Department, leading the team to meet corporate and modal objectives.
• Act as the primary conduit between client success and technology, capacity, finance, and business development departments.
• Establish and implement Standard Operating Procedures (SOPs) tailored to temperature-controlled and perishable cold-chain operations.
• Develop and execute after-hours processes to ensure a seamless 24/7 customer experience.
• Drive forecasting accountability for volume, margin, and revenue targets.
• Build cross-departmental relationships to ensure operational alignment and rapid issue resolution.
• Partner with capacity and business development teams to fulfill RFP and spot requests.
• Provide training and resources to enhance team communication, delegation, customer service, and sales skills.
• Drive technology adoption, specifically the ArriveNow platform, and develop automation roadmaps for complex operational tasks.
• Manage customer implementations and design cost-effective logistics solutions that improve service and retention.
• Serve as an escalation point to resolve supply chain exceptions in service, billing, communication, and visibility.
• Ensure compliance with FSMA, Sanitary Transportation of Food (STF), and PACA regulations.
• Partner with Employee Success and Learning & Development to address performance and retention strategies.
• Lead organizational change initiatives and foster a solutions-oriented culture.

Qualifications

• Bachelor’s Degree in Business Administration, Finance, Supply Chain, or equivalent professional experience preferred.
• 15+ years of logistics and brokerage experience in 3PL or asset-based providers.
• 10+ years of produce and floral logistics experience with deep knowledge of perishable cold-chain execution.
• 3+ years of leadership experience in a fast-paced logistics environment.
• Strong background in account management and customer-facing solution design.
• Expert knowledge of FSMA, STF, and PACA regulatory environments.
• Advanced proficiency in Microsoft Office, particularly Excel and PowerPoint.

Supervisory Responsibility

Direct supervision of Client Success Associates and Representatives specializing in produce and floral logistics.

The Perks of Working With Us

• Comprehensive benefits package including medical, dental, vision, life, disability, and supplemental coverage.
• 401(k) with company match.
• Employee Resource Groups.
• Office engagement activities and team events.
• Casual dress code.
• Free coffee and on-site parking.
• Employee Assistance Program with free counseling sessions.
• Paid holidays, vacation time, and wellness days.
• 100% paid parental leave.
• Referral program and relocation assistance.