Requirements
- 3–6 years of leadership experience in high-growth environments, with a focus on Scaling Operations, Tech-Enabled Services, Commercial Operations, Customer Success, or Professional Services
- Proven experience leading a team in a high-velocity, high-accountability environment — directly accountable for their performance, growth, and engagement
- Proven experience in architecture-level leadership — designing systems and processes that have scaled to hundreds or thousands of customers
- Track record of leading a team through a significant operating-model change or transition — where the way the work gets done was itself evolving
- Developmental People Leader: Demonstrated ability to coach, develop, and hold individuals accountable — building a team of capable, autonomous experts rather than creating dependency on you
- Systems Thinking: Sees a recurring data discrepancy or operational pain point and designs a systemic process to solve it
- Strategic Influence: Comfortable as a thought partner to senior leaders across functions; can hold conviction with executives while updating on legitimate challenge
- Operational Rigor: Expert-level mastery of CRM and CSM toolsets (Salesforce/Gainsight) to drive segment-wide efficiency
- Inspiration at Scale: Communicates a vision that makes "operational discipline" a point of pride for a high-velocity team
What the job involves
- The Mid-Market segment is the engine of Multiverse's scale
- We're looking for a Senior Manager to be the Architect of Scaled Excellence — and the leader who builds the team capable of delivering it
- You will lead a team of senior Customer Value Partners (P5 Specialists), accountable for the post-sale relationship, retention, and growth of the largest volume of our customer base
- The role is two-sided: you will design the systems, playbooks, and AI-enabled workflows that let CVPs manage significant portfolios without sacrificing quality, AND you will build, develop, and inspire a high-calibre team of specialists who bring those systems to life every day
- This is a role for a systems-thinker who is also a thoughtful, demanding, and developmental people leader
- Accountability: Own the results, strategy, and hiring plans for the Mid-Market segment. Build and run the performance management rhythms that ensure your team is consistent in outcomes and disciplined in execution
- Inspiration & Development: Coach your CVPs — understanding their strengths, sponsoring their growth, and creating opportunities that tie day-to-day work to Multiverse's mission. Foster a feedback culture where the team seeks each other out as trusted developmental partners, and build an inclusive environment where diverse perspectives are actively sought
- Challenge: Stretch your team to meet high expectations. Push them to zoom between tactical and strategic, identify risks early, and be comfortable being uncomfortable as we innovate the scaled model
- MV First: Strategize with senior leaders across Sales, Product, AI, and Delivery to make the right prioritisation decisions for the business — not just for your segment. Model "company before silo" and reinforce it through your team
- Scaling Architecture: Own the operating strategy for the segment — design the operating rhythms, Success Plans, and playbooks that enable MM CVPs to adapt existing methods to high-volume portfolios
- Product & AI Stakeholder: Act as the primary bridge to our internal Product and AI teams, ensuring the tools we build effectively automate manual heavy lifting and surface customer risks early
- Data-Driven Leadership: Use portfolio diagnostics to monitor health at scale, launching proactive, data-backed "save campaigns" across the segment based on engagement patterns
- Systemic Problem Solving: Investigate gaps in standard customer data across the segment and bring together adjacent functions to solve technical blockers — turning recurring pain into systemic fixes
