Head of Customer Experience; CX

Forward Group — AI Orchestration Platform for Logistics

Forward builds the first AI Logistician — an autonomous AI agent that automates freight procurement, dispatching, negotiations, tracking, documents, support, and workflows for carriers and shippers.

Our products:

• Cargohub → the #1 AI freight-procurement agent for enterprise shippers
• Cargofy → AI agent helping carriers find, book, and manage loads automatically

We operate across the US, Europe, and Asia
, backed by top-tier global investors.

Now we’re expanding our Customer Experience organization.

Your mission is simple and ambitious:
make every customer successful, retained, and expanding.You will build the Customer Experience engine that drives activation, product adoption , NRR, and long-term customer love.

You will lead Customer Success, Support, and Shipper/Carrier Operations – and work closely with Sales, Product, Rev Ops, and AI automation teams.

1. Onboarding & Time-to-Value

• Deliver fast, smooth implementation with minimal friction.
• Standard: “live in 1 day” for Cargohub workflows.

2. Product Adoption & Engagement

• Ensure customers actively use key features and AI agents.
• Track feature utilization, adoption rates, and activation milestones.
• Drive deep engagement across carrier and shipper workflows.

3. Retention

• Reduce churn and protect GRR.
• Gross Revenue Retention (GRR): 85–95%

4. Expansion Revenue

• Build expansion motion together with Sales.
• Increase:
  • Net Revenue Retention (NRR): 120–140%
  • Upsells (more agents, modules, seats)
  • Cross-sells between Cargofy ↔ Cargohub

5. Advocacy & Community

• Turn customers into active case studies, references, community leaders.
• Build reference programs, user groups, and community channels.
• Generate more inbound through word-of-mouth and customer advocacy
  .

Board-Level

• NRR 120–140%
• GRR 85–95%

Adoption Metrics

• Time-to-Value (TTV)
• Product Adoption Rate

Customer Health

• NPS / CSAT
• Expansion ARR

Operational

• Support response & resolution times
• Number of customers per CSM / CX Manager (team efficiency)
• Onboarding completion rates
• Risk-flag rate and escalation management

As Head of CX, you will lead and shape:

Customer Pods (US/EU/CA)

• Regional pods across US, Europe, and Central Asia
• ICP-based segmentation for carriers vs shippers

AI-Powered CS

• Voice AI for automated follow-ups
• AI-driven tracking, issue detection, and alerting
• Automation of tier-1 support and repetitive tasks
• Handling large shippers with 10,000+ tenders/month
• Dedicated workflows and success playbooks for Enterprise

Community & Advocacy

• Turning customers to ambassadors, references, and inbound magnets
• Case study engine + customer councils

• Own the full customer lifecycle: onboarding → adoption → retention → expansion
• Build the CX organization: hire, train, and scale CSMs, Support, and CX Ops
• Design onboarding playbooks and TTV targets for every ICP
• Build health scoring models and risk-flag systems
• Collaborate with Product on feature adoption and customer feedback loops
• Collaborate with Sales on expansions, renewals, and strategic accounts
• Build customer community motions and reference programs
• Implement AI-assisted CS workflows for scale and speed
• Report NRR/GRR/Retention health to the CEO and Board

• 5–10+ years in B2B SaaS Customer Success, CX, or post‑sales leadership
• Proven ownership of NRR, GRR, and retention metrics
• Experience with Enterprise, Mid‑Market, and SMB customer motions
• Strong operational mindset — disciplined, structured, scalable
• Obsessed with customer experience, product adoption, and value delivery
• Excellent communicator; confident with C‑suite and enterprise stakeholders
• Bonus: logistics, freight tech, or AI‑powered SaaS experience

• Build the Customer Experience engine of the world’s first AI Logistician
• Own retention, adoption, and expansion across three continents
• Competitive compensation + equity package
• Work directly with CEO and CRO — executive‑level influence
• Build and scale an international CX organization

If you want to build a world‑class customer experience engine inside a high‑growth AI startup — this is the opportunity