Client Success Manager

Who We Want

As a Client Success Manager at Arrive, you will lead a team managing our highest-volume shippers. You'll leverage your industry expertise and energy to mentor, develop, and guide Client Success employees to become top-performing operations specialists. You will own the operational strategy for our largest accounts and collaborate with leadership to optimize opportunities.

What You'll Do

• Oversee and manage Account Coordinators, Associates, Specialists, Advisors, and Team Leads, including onboarding, coaching, performance management, and talent engagement
• Identify internal talent for the Success team and act as the hiring manager for open positions
• Ensure Team Leads effectively manage their teams, aligning performance with overall goals
• Collaborate with Team Leads to establish team goals in alignment with company-wide initiatives
• Conduct regular 1:1 meetings with Team Leads to discuss performance, challenges, engagement, and provide coaching on people management
• Hold 1:1 meetings with direct reports to discuss progress, successes, and areas for improvement
• Conduct quarterly career development discussions with Team Leads and direct reports, focusing on growth opportunities, strengths, areas for development, and goal-setting
• Provide proactive coaching and manage performance in line with established processes
• Partner with Employee Relations to assess talent, identify flight risks, and evaluate performance metrics
• Foster a high-performing, collaborative team culture by providing training, coaching, and actionable feedback
• Communicate organizational changes clearly to your team, explaining the reasoning behind changes and promoting a positive outlook
• Ensure all employees maintain professionalism and intervene when necessary
• Assign stretch projects and tasks to engage employees and provide developmental opportunities
• Contribute to the team's forecasting process and help drive accountability toward achieving team goals
• Collaborate with the Business Development Manager and Business Development Representatives to manage the team load board, including appointments, shipments, tracking, and pricing
• Assist with aging to minimize invoicing issues and manage DSOs
• Utilize the customer onboarding SOP to ensure a smooth and efficient onboarding process, giving Arrive a competitive edge

Qualifications

• Associate's or Bachelor's Degree in a relevant field (preferred)
• 3+ years of experience in Operations or Account Management at a 3PL
• Previous management experience is required
• Completion of the Arrive Leadership Rise program
• Exceptional communication and interpersonal skills, both written and verbal
• Ability to collaborate cross-functionally with teams to achieve results
• Proficiency in Microsoft Office, including conducting analysis and creating presentations independently

Supervisory Responsibility

This position supervises Client Success Team Leads, Associates, Representatives, Senior Representatives, and Specialists within the department.

Benefits

• Comprehensive benefits package including medical, dental, vision, life, disability, and supplemental coverage
• Matching 401(k) program
• Employee Resource Groups
• Office-wide engagement activities, team events, and happy hours
• Casual dress code
• Convenient location in Tampa, FL close to the airport, bay, and downtown
• Free coffee
• Free on-site parking
• Free counseling sessions through the Employee Assistance Program
• Company paid holidays, paid vacation time, and wellness days
• 100% paid parental leave
• Referral Program
• Relocation assistance