Customer Success Manager

Who We Are

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.

Job Summary

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

Primary 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

Qualifications

• 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

Perks and Benefits

• Top employee health and well-being benefits
• 401(k) Matching
• Caregiver/adoption/family leave
• Employee Assistance Program
• Self paced Development & Training program
• Rotating company ‘Perks at Work’ program
• Flexible PTO policy
• Business casual dress

Diversity and Inclusivity Statement

Overhaul has always been, and always will be, committed to diversity and inclusion. Our Overhaul Culture Code’s top listed commitment is to “Diversity and Synergy.” All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We strongly encourage people from underrepresented groups to apply!