Head of Customer Success; B2B AIaaS

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.

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.

• 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.

• 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.

• 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.

• 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

• 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

• 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.