Director, Customer Success

Overhaul Group Inc•Ann Arbor, MI

About The Position

Overhaul is a supply chain integrity solutions company that allows shippers to connect disparate sources of data into the first fully transparent situational analysis engine designed for the logistics industry. Data that is transformed into critical insights can instantly trigger corrective actions, impacting everything from temperature control to handling requirements or package-level tracking, ensuring cargo arrives at its destination safely, undamaged, and on time. We are a dynamic, innovative, and fun team who is highly committed to our customers’ experiences and our Mission and Vision. The Director of Customer Success will be responsible for developing and leading customer success strategies and ensuring the successful implementation and optimization of supply chain solutions. This role will focus on driving customer satisfaction, retention, and product adoption, working closely with cross-functional teams to deliver a seamless customer experience and continuous improvement in supply chain management.

Requirements

Bachelor’s degree in Business, Supply Chain Management, or a related field; MBA or advanced degree preferred.
7+ years of experience in customer success, account management, or a related role within a SaaS, Supply Chain or Manufacturing.
Proven track record of leading teams and delivering customer commitments.
Strong leadership and team management skills.
Excellent communication and interpersonal skills, with the ability to build relationships at all levels.
Strategic thinker with the ability to execute tactically.
Proficiency in customer success software and CRM tools.
Strong analytical skills and experience with data-driven decision making.
Customer-centric mindset with a passion for delivering exceptional service.
Ability to thrive in a fast-paced and dynamic environment.
Strong problem-solving skills and attention to detail.
High level of integrity and professionalism.

Responsibilities

Lead, mentor, and manage members of the Customer Success team
Develop and implement training programs to ensure the team has the skills and knowledge to excel.
Set clear performance goals and conduct regular performance reviews.
Develop and execute a comprehensive customer success strategy aligned with the company's goals and objectives.
Implement and refine processes to enhance customer onboarding, engagement, and retention.
Drive product adoption and ensure customers achieve their desired outcomes.
Oversee the onboarding process for new customers, ensuring a smooth and efficient implementation of our supply chain solutions.
Develop and refine implementation processes to ensure timely and successful delivery.
Coordinate with cross-functional teams to resolve any issues that arise during the implementation phase.
Develop strategies to drive customer success, adoption, and retention.
Monitor and assess customer health, addressing any issues or risks to prevent churn.
Implement best practices for customer engagement and success to enhance overall satisfaction.
Track and report on key performance indicators (KPIs) related to customer success, implementation, and supply chain optimization.
Analyze customer data to identify trends, opportunities, and areas for improvement.
Use data and feedback to drive continuous improvement and inform decision-making.
Work closely with customers to understand their supply chain needs and ensure our solutions meet their requirements.
Provide guidance and support to customers on best practices for supply chain management and optimization.
Identify opportunities to enhance our supply chain solutions based on customer feedback and industry trends.
Continuously evaluate and improve customer success, implementation, and supply chain processes and methodologies.
Identify opportunities for process enhancements and implement changes to improve efficiency and effectiveness.
Work closely with Sales, Product, and Support teams to ensure a unified approach to customer success, implementation, and supply chain management.
Serve as a key point of contact for customers during the implementation phase, ensuring clear and effective communication.
Gather and analyze customer feedback to provide insights to the Product and Development teams.
Develop and maintain customer success stories and case studies.
Track and report on key performance indicators (KPIs) related to customer success, implementation, and supply chain optimization.
Use data and feedback to drive continuous improvement and inform decision-making.