Customer Success Executive

Reporting to: B2B Lead

A bit about Forest

We’re Forest. You know, those shared ebikes in London that look like trees. We’re London’s most sustainable shared ebike operator. We bridge the gap between affordability and sustainability, using advertising revenue to offer our users up to 30 free minutes per ride. Our mission is to help cities move greener-and we’re growing fast.

A bit about the role

We're looking for a Customer Success Executive to manage and grow Forest's strategic partnerships, including banking partnerships, ride-code partnerships like Octopus, and Forest Connect. Forest Connect allows third-party booking and mobility platforms to offer Forest e-bikes directly through their own apps.

The Chief Commercial Officer will lead new partnership acquisition and initial commercial negotiations. You'll take ownership from there, managing onboarding, day-to-day relationships, renewals and opportunities to grow each account. You'll work closely with the B2B Lead, reporting on account performance, renewal forecasts and growth opportunities, while helping partners achieve their goals and generating sustainable revenue for Forest.

Your key responsibilities include:

• Onboarding: Coordinate successful launches, agreeing clear timelines, responsibilities and success measures with partners and internal teams.
  

• Client success: Own day-to-day relationships, proactively resolve issues and ensure partners see measurable value from working with Forest.
  

• Account growth: Develop and deliver account plans that increase partner activation, customer adoption, usage and revenue. Identify and progress opportunities to expand each partnership.
  

• Renewals: Own the renewal process from early planning through to signed agreement, meeting renewal targets and working with the B2B Lead on commercial proposals. Involve the Chief Commercial Officer where significant changes require their input.
  

• Partner engagement: Hold regular performance reviews and work with partners to improve promotion of Forest across their customer channels.
  

• Performance and reporting: Track results, maintain accurate forecasts and account records, and report progress, risks and recommended actions to the B2B Lead.
  

• Internal coordination: Work with Product, Technology, Marketing, Operations and Finance to deliver partner commitments and remove barriers to growth.

Who you are:

• You come with 2-4 years' experience in customer success, account management or partnerships.

• You excel when it comes to relationship-building and organisation

• Commercially minded and comfortable using data to identify opportunities, demonstrate value and drive results.

• You are proactive and take ownership, proposing ideas and following through on tasks without prompting.

Targets and Incentives

• Renewals: Retaining partners and renewing the value of existing agreements.

• Growth: Increasing revenue from the existing partnership portfolio against agreed account baselines.
  

Location

We love spending time in the office together, with 4 days a week in our office and 1 day a week working from home.

If you require a more flexible working arrangement, please still apply! Please send us an email after applying to let us know about any requirements you might have at [email protected].

What you’ll get in return

Free Forest bike rides for you and a +1

25 days holiday pro rata + bank holidays

Private Medical Insurance & Cashplan

‍♀️Therapy and career coaching sessions through MYNDUP

Annual personal development budget

Free lunch on Wednesdays

Enhanced Parental Leave

Regular Socials

Birthday off

Childcare salary sacrifice

Equal opportunities

Forest is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not tolerate any form of discrimination, bias, or harassment.

If you'd like to share your pronouns, please let us know.

If there's any reasonable adjustments we can include to make our application process easier for you (due to disability, neurodiversity or anything else) please let us know so we can support you.

Want to make an actual, positive impact for cities? Join us, and help us grow the forest!