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.

The Role

As the Dedicated Customer Success Manager for Asia, you will be a regional owner and subject matter expert for one strategic global customer. 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, develop detailed knowledge of their logistics and security program in your region, and connect their needs to the right Overhaul teams and capabilities.

This role is dedicated to the customer's Asia program and is accountable for regional program health, stakeholder alignment, and execution while operating as part of a coordinated global Customer Success team led from the US.

Success requires curiosity, strong ownership, excellent organization, sound customer judgment, and the ability to connect day-to-day program detail with the customer's broader goals. You will be expected to be proactive, data-driven, and comfortable coordinating 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 Asia.

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 Asia 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.

Global Account Coordination

• Operate as part of one global Customer Success team, partnering closely with the dedicated CSMs in the other regions and the US-based Global Customer Success Lead.
• Share regional performance, route and security learnings, risks, customer feedback, and best practices so the customer receives a consistent global experience while legitimate regional differences are understood and managed.
• Coordinate cross-region handoffs, dependencies, reporting, and follow-up so issues and initiatives continue moving across time zones and teams, escalating blockers to the Global Customer Success Lead when needed.
• 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 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.

Cross-Functional Orchestration

• 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.

What We Expect From You

• 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.
• Ability to coordinate complex work across multiple internal teams 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 is strongly preferred.
• Comfort working in a fast-paced, high-growth environment with a commitment to continuous improvement.
• Fluency in English

Our Culture

We are guided by our core values of Diversity and Synergy, Creativity, Problem Solving, Authenticity and Receptivity, Trust, Encouragement, Teaching and Learning, Wellness and Integrity. These values help us recruit aligned talent to join our rapidly expanding team around the globe. It is important to us that each and every Overhauler is not only eager to challenge themselves and knows how to get work done, but is also an awesome addition to our company culture.

Equal Opportunity Employer

Overhaul is an equal opportunity employer. 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.