Enterprise Customer Value Partner

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.

Once here, you will:

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

• Build and defend credible, multi-threaded relationships across HR, executive sponsors, and business leaders; navigating internal dynamics to ensure Multiverse is logically embedded in their digital and talent strategy.

• Partner with executive sponsors to translate complex learning outcomes into specific business impact narratives, selecting and differentiating information to achieve high-level engagement from senior leadership.

• Independently build 12-month Mutual Action Plans and Discovery Workshops, establishing the clear governance, success metrics, and operating rhythms required to drive consistent momentum.

• Oversee launch excellence and the critical "First 90 Days," collaborating methodically with the central Fulfilment team to ensure technical readiness and cohort setup do not create long-term account drag.

• Lead structured Executive Business Reviews (EBRs) that move beyond data reporting to tell a compelling story of ROI, navigating difficult conversations with sensitivity and adapting responses based on customer emotion.

• Synthesize delivery outcomes into compelling proof by correlating Multiverse learner data with client-provided business KPIs to justify further strategic investment.

• Proactively identify expansion and upsell triggers, contextualizing why these opportunities matter within the customer’s specific business environment to build "ready-to-close" commercial cases.

• Methodically experiment with playbooks and templates to improve how the work is done, acting as a "source of wisdom" for the wider team and the internal voice of the customer.

• Align Delivery, Product, and Support teams to remove barriers, triangulating patterns from multiple sources to improve the overall Enterprise customer experience.

About You:

• You bring 3+ 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 have a "commercial nose" for growth. You understand the mechanics of Net Revenue Retention (NRR) and can build "ready-to-close" expansion cases backed by value proof and mutual action plans.

• You are "Director-ready." You can 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, plus 5 additional days off: 1 life event day, 2 volunteer days, 2 company-wide wellbeing days (M-Powered Weekend) and 8 bank holidays per year

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