SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Overhaul is a supply chain integrity solutions company that transforms disparate data sources into a transparent situational analysis engine for the logistics industry. The platform enables shippers to gain critical insights into cargo handling, temperature control, and package-level tracking to ensure safe, undamaged, on-time delivery.
As Lead Dedicated Customer Success Manager for the US, you will own the US program for one strategic global customer while leading a dedicated Customer Success team supporting the account across the US, Europe, and Asia. This is a highly engaged role focused on deep customer knowledge, proactive performance management, and ensuring actions move from discussion to completion.
Key responsibilities include:
**Regional Program Ownership & Subject Matter Expertise**: Become the SME on the customer's supply chain, security program, operating model, workflows, and requirements within the US. Develop deep understanding of how the customer uses Overhaul across the region, including product capabilities, configurations, monitoring processes, and escalation paths. Build detailed lane-level knowledge of origins, destinations, transportation modes, carriers, hubs, and regional security risks. Identify recurring patterns and work with customer and internal teams to optimize routing, monitoring workflows, alert strategy, and escalation processes.
**Customer Partnership & Governance**: Serve as primary Customer Success point of contact for US stakeholders and build trusted relationships across operational and leadership teams. Lead regular customer cadences and program reviews with clear perspective on program health, progress, risks, and next steps. Proactively identify customer needs, translate them into internal actions, and keep the regional program aligned to business objectives.
**Global Account Leadership**: Lead the dedicated global Customer Success team across three regions, establishing clear priorities, ownership, operating rhythm, and expectations. Consolidate regional performance, risks, and feedback into a clear global account view. Ensure strong cross-region handoffs, consistent standards, shared best practices, and coordinated communication. Serve as primary coordination point for cross-regional initiatives and escalations.
**Performance & Continuous Improvement**: Monitor KPIs, adoption, program activity, and service trends to assess account health. Use data, shipment activity, event trends, and customer feedback to identify patterns and opportunities. Drive follow-through on root-cause analysis and corrective actions.
**Cross-Functional Orchestration**: Work closely with KAM/EAE, Sales, Operations, Support, Product, and other teams. Own Customer Success coordination of regional escalations. Partner with commercial account team to identify expansion opportunities.
**Requirements**: Highly organized and proactive with strong ownership mindset and ability to operate independently. Exceptional communication and interpersonal skills with operational teams and senior stakeholders. Analytical mindset with ability to use data to identify trends and drive decisions. Demonstrated ability to lead or coordinate complex work across regions and functions, set clear accountability, and influence outcomes without 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 strongly preferred. Comfort working in fast-paced, high-growth environment with commitment to continuous improvement.
