Director of Client Success – Arrive Fresh

About the Role

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, mentoring a team and helping build out strategic, long-term relationships with premier fresh shippers to accelerate business growth.

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.

• What We're Looking For

• 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.

• Compensation & Benefits

• Comprehensive benefits package (medical, dental, vision, life, disability, and supplemental coverage).

• 401(k) with matching.

• Employee Resource Groups and office-wide engagement activities.

• Casual dress code and a collaborative, award-winning culture.

• Location: Austin, TX with convenient access to the airport and downtown; free on-site parking.

• Onsite coffee bar and gym access.

• Employee Assistance Program with free counseling sessions.

• Company-paid holidays, paid vacation, and wellness days.

• 100% paid parental leave for new parents.

• Referral Program and relocation assistance/packages for non-local candidates.

• Industry

• Logistics