Client Success Manager - Arrive Fresh

What You'll Do • 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.

Qualifications • Experience: 3+ years of experience in customer success, account management, or operations within freight brokerage, third-party logistics (33L/3PL), or supply chain management.

• Industry Knowledge: Familiarity with reefer freight, temperature-controlled transport, produce seasonality, or USDA/FDA food-transit standards is a strong plus.

• Proficiency in Transportation Management Systems (TMS), CRM software (e.g., Salesforce), and data analytics or spreadsheet tools.

• Exceptional communication, high-pressure problem-solving, active listening, and composure during time-critical crisis management.

• Education: Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or a related field (or equivalent operational experience).

The Perks of Working With Us • 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.

• Build relationships and take part in learning opportunities through our Employee Resource Groups.

• Enjoy office wide engagement activities, team events, happy hours and more!

• Leave the suit and tie at home; our dress code is casual.

• Work in the heart of downtown Chicago, IL!

• Sweat it out at the LifeStart gym in our office building that includes brand new Peloton bikes, top-of-the-line equipment and personal training options.

• 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!

• Get relocation assistance! If you are not local to the area, we offer relocation packages.