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.

Responsibilities

• 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, 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.
• Health & Wellness – private medical insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Wellhub and access to Spill – all in one mental health support.
• Hybrid work offering – for most roles we collaborate in the office three days per week, with the exception of Coaches and Instructors who collaborate in the office once a month.
• Work‑from‑anywhere scheme – you’ll have the opportunity to work from anywhere, up to 10 days per year.
• Space to connect: Beyond the desk, we make time for weekly catch‑ups, seasonal celebrations, and have a kitchen that’s always stocked!

Our Commitment to Diversity, Equity and Inclusion

We’re an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change.

Our Commitment to Safeguarding

Multiverse is committed to safeguarding and promoting the welfare of our learners. We expect all employees to share this commitment and adhere to our safeguarding policy, our prevent policy and all other Multiverse company policies. Successful applicants will be required to undertake at least a basic check via the Disclosure Barring Service (DBS). For roles that will involve a regulated activity, successful applicants must also undergo an enhanced DBS check, including a children’s barred list check and a prohibition order check. Roles involving regulated activity may interact with vulnerable groups, therefore are exempt from the Rehabilitation of Offenders Act 1974 meaning applicants are required to declare any convictions, cautions, reprimands, and final warnings. Providing false information is an offence and could result in the application being rejected or summary dismissal if the applicant has been selected, and possible referral to the police and the DBS.