Lead Customer Success Manager

Overhaul Group Inc•Boise, ID

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. As the Lead Dedicated Customer Success Manager for the US, you will own the US program for one strategic global customer while leading the dedicated Customer Success team supporting the account across the US, Europe, and Asia. This is a highly engaged role focused on knowing the customer's program in depth, staying ahead of performance and priorities, and ensuring that actions move from discussion to completion. You will build a strong working partnership with the customer, serve as a subject matter expert on their supply chain and security program, and provide clear direction and coordination across the global CS team. This role is accountable for US regional program health and for creating a consistent global Customer Success operating model across the three regions, including priorities, governance, handoffs, reporting, escalations, and follow-through. Success requires curiosity, strong ownership, excellent organization, sound customer judgment, and the ability to connect detailed operational and security knowledge with the customer's broader goals. You will be expected to be proactive, data-driven, and comfortable leading work across functions, regions, and time zones.

Requirements

Highly organized, proactive, and able to manage multiple priorities without losing sight of follow-through.
Strong ownership mindset with the ability to operate independently while working effectively as part of a global account team.
Exceptional communication and interpersonal skills with both operational teams and senior customer stakeholders.
Analytical mindset with the ability to use data to identify trends, frame problems, and drive decisions.
Demonstrated ability to lead or coordinate complex work across regions and functions, set clear accountability, and influence outcomes without relying on direct authority.
Strong customer judgment and experience supporting complex customer programs.
Deep understanding of customer success best practices; experience in supply chain, logistics, transportation, cargo security, or technology-enabled operational programs is strongly preferred.
Comfort working in a fast-paced, high-growth environment with a commitment to continuous improvement.

Responsibilities

Become the subject matter expert on the customer's supply chain, security program, operating model, workflows, use cases, stakeholders, and program requirements within the US.
Develop a deep understanding of how the customer uses Overhaul across the region, including relevant product capabilities, configurations, monitoring processes, operational workflows, and escalation paths.
Build detailed lane-level knowledge of origins and destinations, transportation modes, carriers, hubs, airports or ports, handoffs, approved or expected routing, normal transit and dwell patterns, and relevant regional security risks.
Use that operational and security knowledge to identify recurring route or risk patterns and work with the customer and internal teams to optimize routing decisions, monitoring workflows, alert strategy, and escalation processes to reduce risk, delay, and unnecessary exceptions.
Stay ahead of the program by maintaining a clear view of priorities, open actions, risks, dependencies, changes, and upcoming needs - and drive customer and internal commitments through completion.
Serve as a primary Customer Success point of contact for the customer's US stakeholders and build trusted relationships across operational and leadership teams.
Lead regular customer cadences and program reviews with a clear point of view on program health, progress, risks, decisions, and next steps.
Proactively identify customer needs and challenges, translate them into clear internal actions, and keep the regional program aligned to the customer's business objectives.
Lead the dedicated global Customer Success team across the US, Europe, and Asia, establishing clear priorities, ownership, operating rhythm, and expectations for regional execution and follow-through.
Consolidate regional performance, risks, customer feedback, and open actions into a clear global account view and lead global Customer Success governance, planning, and executive-level program reviews.
Ensure strong cross-region handoffs, consistent standards, shared best practices, and coordinated communication so the customer experiences one global program while legitimate regional differences are understood and managed.
Serve as the primary Customer Success coordination point for cross-regional initiatives and escalations, helping the regional CSMs remove blockers and keeping global commitments moving to completion.
Monitor key performance indicators, adoption, program activity, and service trends to assess account health and identify areas requiring attention.
Use data, shipment activity, event and incident trends, route performance, and customer feedback to identify patterns, gaps, and opportunities to improve program effectiveness, security outcomes, and customer operations.
Drive follow-through on root-cause analysis, corrective actions, and continuous improvement initiatives, and bring forward relevant Overhaul capabilities and best practices.
Work closely with KAM/EAE, Sales, Operations, Support, Product, and other internal teams to ensure customer priorities are understood and advanced.
Own Customer Success coordination of regional escalations, ensuring the right teams are engaged, actions are clear, accountability is maintained, and customer communication is timely and accurate.
Partner with the commercial account team to identify opportunities to expand customer value, use cases, or adoption when aligned with the customer's needs.