Forward Group — AI Orchestration Platform for Logistics
Forward builds the
first AI Logistician
— an autonomous AI agent that executes freight procurement, dispatching, negotiations, calls, documents, and workflows for carriers and shippers. Products Cargohub
— AI freight-procurement agent for enterprise shippers Cargofy
— AI agent for trucking companies to automatically find, book, and manage loads We operate across the US, Europe, and Asia. Mission:
make logistics run on autopilot. Your Mission
Own
customer outcomes, retention, and expansion
end-to-end.Build and scale a world-class Customer Success function that turns AI adoption into measurable business results. You are the
CEO of Customer Value . What You’ll Do
Build, hire, and scale the CS team (CSMs, Onboarding, Setup, Support). Define CS playbooks: onboarding, adoption, renewals, expansion, churn prevention. Partner with Product, Sales, and Engineering to align roadmap with customer value. Customer Ownership
Act as executive sponsor for key customers. Ensure customers go live fast and adopt core AI-agent workflows. Drive renewals, upsells, and Net Revenue Retention. Turn customer feedback into structured product inputs. Operations & Systems
Own CS metrics: onboarding time, retention, NRR, feature adoption, churn. Implement CS tooling (CRM, health scores, playbooks, reporting). Design scalable onboarding for complex workflows, APIs, and integrations. What Success Looks Like
90% of new customers live within 14 days +15–25% Net Revenue Retention Core AI-agent features adopted within
90 days Clear customer insights influence product decisions
every month CS operates as a
revenue engine , not a support function What We’re Looking For
5+ years in
B2B SaaS Customer Success , incl. leadership experience Proven ownership of
retention, renewals, and expansion Strong executive-level communication (customers + internal) Deep comfort with
AI products, workflows, APIs, and integrations Operator mindset: structured, fast, accountable Bonus: logistics, TMS/ERP, enterprise onboarding, or complex SaaS Why Join Forward
Category-defining AI orchestration platform Direct ownership of revenue retention and customer value Global customers (US, EU, Asia) Competitive compensation + performance upside Clear path to
VP Customer / CRO-track This role is for someone who
thinks in systems, owns outcomes, and knows how to turn product usage into durable revenue .
#J-18808-Ljbffr
first AI Logistician
— an autonomous AI agent that executes freight procurement, dispatching, negotiations, calls, documents, and workflows for carriers and shippers. Products Cargohub
— AI freight-procurement agent for enterprise shippers Cargofy
— AI agent for trucking companies to automatically find, book, and manage loads We operate across the US, Europe, and Asia. Mission:
make logistics run on autopilot. Your Mission
Own
customer outcomes, retention, and expansion
end-to-end.Build and scale a world-class Customer Success function that turns AI adoption into measurable business results. You are the
CEO of Customer Value . What You’ll Do
Build, hire, and scale the CS team (CSMs, Onboarding, Setup, Support). Define CS playbooks: onboarding, adoption, renewals, expansion, churn prevention. Partner with Product, Sales, and Engineering to align roadmap with customer value. Customer Ownership
Act as executive sponsor for key customers. Ensure customers go live fast and adopt core AI-agent workflows. Drive renewals, upsells, and Net Revenue Retention. Turn customer feedback into structured product inputs. Operations & Systems
Own CS metrics: onboarding time, retention, NRR, feature adoption, churn. Implement CS tooling (CRM, health scores, playbooks, reporting). Design scalable onboarding for complex workflows, APIs, and integrations. What Success Looks Like
90% of new customers live within 14 days +15–25% Net Revenue Retention Core AI-agent features adopted within
90 days Clear customer insights influence product decisions
every month CS operates as a
revenue engine , not a support function What We’re Looking For
5+ years in
B2B SaaS Customer Success , incl. leadership experience Proven ownership of
retention, renewals, and expansion Strong executive-level communication (customers + internal) Deep comfort with
AI products, workflows, APIs, and integrations Operator mindset: structured, fast, accountable Bonus: logistics, TMS/ERP, enterprise onboarding, or complex SaaS Why Join Forward
Category-defining AI orchestration platform Direct ownership of revenue retention and customer value Global customers (US, EU, Asia) Competitive compensation + performance upside Clear path to
VP Customer / CRO-track This role is for someone who
thinks in systems, owns outcomes, and knows how to turn product usage into durable revenue .
#J-18808-Ljbffr