Customer Value Partner, Mid-Market

The Opportunity

At Multiverse, we are building a tech-first institution that combines work and learning to close the critical skills gap. The Customer Value Partner (CVP) is the primary architect of this transformation. In the Enterprise segment, you are the single point of accountability for our customers from the moment a contract is signed. You will lead the end-to-end journey - ensuring every launch is flawless, every program delivers measurable business impact, and every partnership has a clear, data-backed roadmap for expansion. This is a role for an operator who is as comfortable influencing a Director-level stakeholder as they are navigating the data-driven technicalities of a program launch.

Specifically, you will...

• Independently lead the end-to-end customer journey for a portfolio of Enterprise accounts, from initial sales handover through to long-term value realization and renewal.

• Build and defend credible, multi-threaded relationships across HR, executive sponsors, and business leaders, ensuring Multiverse is embedded in their digital and talent strategy.

• Establish 12-month Mutual Action Plans and oversee launch excellence through the critical "First 90 Days," collaborating with the central Fulfilment team on technical readiness and cohort setup.

• Lead structured Executive Business Reviews (EBRs), synthesizing delivery outcomes and learner data into a compelling ROI story for senior stakeholders.

• Proactively identify expansion and upsell triggers, building "ready-to-close" commercial cases backed by value proof and mutual action plans.

• Align Delivery, Product, and Support teams to remove barriers and improve the overall Enterprise customer experience, acting as a source of wisdom for the wider team.

About You

• You bring 2+ years of experience in Customer Success, Account Management, or Consulting, with a proven history of managing and growing high-stakes Enterprise B2B relationships.

• You are a natural project leader who can leverage internal teams (such as Fulfilment and Admissions) to deliver a seamless customer experience during high-stakes implementation phases.

• You are data-fluent. You don't just report on metrics; you interpret complex datasets and correlate Multiverse delivery data with a client's internal KPIs to build a technical ROI case.

• You understand the mechanics of Net Revenue Retention (NRR) and have a strong instinct for identifying growth opportunities, building "ready-to-close" expansion cases backed by value proof and mutual action plans.

• You are comfortable operating at senior stakeholder level, able to hold the room during an EBR and navigate difficult conversations with a balance of empathy and data-backed logic.

• You thrive in an environment where the CRM (Salesforce) is the source of truth, maintaining high standards of data hygiene to ensure account health is always visible.

Benefits

• Time off: 27 days holiday (including 3 winter shutdown days) and bank holidays, plus 5 extra days off (1 life event, 2 volunteer days and 2 summer shutdown days).

Our Commitment to Diversity, Equity and Inclusion