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 .
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