Cargohub Inc.
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. Role: Head of Customer Experience
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, RevOps, and AI automation teams. Your Core Outputs (The “Product” of Customer Experience)
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 . Key Metrics (Your Scorecard)
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 Forward Group Customer Experience Model
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 What You Will Do (Day-to-Day Leadership)
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 Who You Are
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 Why Join Forward
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
#J-18808-Ljbffr
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. Role: Head of Customer Experience
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, RevOps, and AI automation teams. Your Core Outputs (The “Product” of Customer Experience)
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 . Key Metrics (Your Scorecard)
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 Forward Group Customer Experience Model
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 What You Will Do (Day-to-Day Leadership)
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 Who You Are
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 Why Join Forward
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
#J-18808-Ljbffr