Customer Value Partner, Enterprise - NHS Accounts

Multiverse Group; Greater London; Hybrid; GBP 60,000 - 100,000; Full time

Benefits offered by this job

Time off 27 days

Private medical insurance

Equity options

Hybrid work

Life insurance

Pension

Job summary

Multiverse is hiring a Customer Value Partner to own the end-to-end Enterprise journey, delivering measurable ROI and ensuring successful program launches. You will build executive relationships, translate learning outcomes into business impact, and drive renewals, expansion, and cross-functional alignment across Delivery, Product and Support.

You bring 3+ years in Enterprise Customer Success or Consulting, preferably with NHS accounts, and you can lead with data, governance and strong

Qualifications

• 3+ years in Customer Success, Account Management or Consulting with enterprise B2B customers.
• Experience working with NHS accounts or contracts is a plus.
• Able to lead cross-functional teams and deliver complex programs.
• Fluent with data to build ROI narratives and business cases.
• CRM data hygiene and governance are essential.

Responsibilities

• Lead end-to-end journey for Enterprise accounts with high ambiguity to value realization.
• Build and defend multi-threaded relationships across HR, sponsors and business leaders.
• Translate complex learning outcomes into business impact narratives for senior leaders.
• Create 12-month Mutual Action Plans and Discovery Workshops with clear governance and metrics.
• Ensure launch excellence and a smooth First 90 Days with Fulfilment collaboration.
• Lead Executive Business Reviews that tell ROI stories and handle difficult conversations.
• Correlate learner data with client KPIs to justify further investment.
• Identify expansion and upsell opportunities with ready-to-close cases.
• Experiment with playbooks and templates to improve team efficiency.
• Align Delivery, Product and Support to improve customer experience across teams.

Skills

Account management

Customer success

Project leadership

Data analysis

NHS experience

Salesforce

Tools

Salesforce

Job description

Every team has AI. Few have mastered it. Humans were built to adapt, but AI is now moving faster than most workforces can.

Multiverse is the AI adoption layer: the missing link between the AI tools that companies have invested in and the people expected to use them.

Our ambition is to put AI capability in every worker’s hands. Apprenticeships got us started: we’ve trained over a third of the UK’s data and AI apprentices, worked with a third of the FTSE 100, and generated £2bn+ in verified ROI. Now Mastry, our new adaptive learning platform, takes that further, guiding a company’s AI workforce transformation from start to finish. Mae, our AI guide inside Mastry, is a real-time AI agent that thinks, speaks, listens and sees, working alongside the tools you already use, like Claude and Copilot.

We closed our latest fundraising round in April 2026, with $500m+ raised in total from VC partners including Index Ventures, General Catalyst, Schroders Capital and Lightspeed. With a $2.1bn valuation, we are Europe’s first EdTech double unicorn, and we are just getting started.

If you want to shape how the workforce wins in the AI era, come and join us.

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 have proven experience of working within the NHS, or managing NHS accounts or contracts as a supplier or partner, with a solid understanding of how NHS organisations make decisions, buy and work with external providers

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

• Health and wellbeing: Bupa private medical insurance, a medical cash back plan, therapy through Spill and gym access through Wellhub.

• Equity for all: we believe that when Multiverse wins, we all win, which is why every permanent employee receives share options.

• Financial security: life insurance at 3x salary, a workplace pension with 4% contribution from us, Cycle to Work and a Tech Scheme.

• Family support: enhanced maternity and paternity leave, adoption and shared parental leave, paid leave after pregnancy loss, and a workplace nursery scheme.

• Hybrid working: 3 days a week in the office - except for Coaches & Instructors who come into the office 1 day per month. Plus 10 days a year to work from anywhere.

• Work perks: quarterly team socials, company‑wide events, happy hours, lunch delivered to the office once a week, fully stocked snack bar and a drinks fridge!

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. Read our Equality, Diversity & Inclusion policy here.

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.