Customer Success Manager

Overhaul Group Inc•Ann Arbor, MI

About The Position

Serve as the primary point of contact responsible for driving enterprise adoption, delivering measurable customer value, and identifying growth opportunities within contracted accounts.

Requirements

10+ years of client-facing project management experience in Supply Chain or with SaaS products in a B2B environment
Experience in Automotive Supply Chain
Deep customer focus with a consistent track record of delivering exceptional service and exceeding expectations
Proven experience in account management and account growth, including cross-sell or upsell motions
Demonstrated ability to manage multiple projects simultaneously with strong attention to detail
Ability to meet deadlines and make sound business decisions independently
Strong cross-functional communication skills with the ability to collaborate across teams and present credibly at all levels, including executive and C-suite
Self-starter who is comfortable navigating ambiguity and changing requirements while keeping stakeholders informed
Experience in a start-up or entrepreneurial environment
Bachelor's degree or equivalent experience
Ability to travel up to 25%
Proficiency in Microsoft Office Suite

Responsibilities

Manage assigned accounts across the full lifecycle — implementation, ongoing communication, and value generation
Serve as the lead point of contact for all matters related to assigned clients
Promote the value of our product throughout client organizations and lead business transformation initiatives
Ensure timely and successful delivery of solutions aligned with customer needs and objectives
Identify and pursue cross-sell opportunities for Overhaul security solutions, partnering with sales to expand client engagement and drive revenue growth within existing accounts
Partner with customers and service providers to improve VIN completeness, driving value across the full VIN lifecycle through stronger data integrity and operational visibility
Design and deliver messaging to existing and prospective clients about our technology and products
Partner with leadership to create, maintain, and communicate product roadmaps
Create and execute project plans, revising as needed to meet evolving internal and external requirements using industry best practices
Manage ongoing client project documentation — schedules, issue logs, risk registers, and meeting minutes — ensuring all records are complete, current, and properly archived
Identify, analyze, and respond to project risks, minimizing adverse outcomes and capitalizing on positive developments
Identify and track scope changes, undocumented platform changes, reporting requests, and miscellaneous requests, escalating issues as needed to maintain timeline and budget integrity
Lead quarterly business reviews focused on product adoption, value creation, and growth opportunity identification