Lead Customer Success Manager

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 Role

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.

Responsibilities

Regional Program Ownership and SME

• 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.

Customer Partnership and Governance

• 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.

Performance and Continuous Improvement

• 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…