Customer Value Partner, Mid-Market

Multiverse; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Private medical insurance and wellness

Hybrid work model

20+? days holiday

Work-from-anywhere up to 10 days/yr

Team & culture events

Job summary

Multiverse is seeking an experienced Customer Value Partner to own end-to-end journeys for Enterprise clients. You will lead from Handover to renewal, building deep relationships with HR sponsors and business leaders, and ensuring programs deliver measurable business impact.

In this role, you will drive 12-month action plans, oversee launch readiness, and conduct executive reviews, using data to prove ROI and identify expansion opportunities across teams and products.

Qualifications

• 2+ years in Customer Success, Account Management, or Consulting.
• Experience managing enterprise B2B relationships.
• Data-fluent: interpret delivery data and client KPIs.
• Knowledge of Net Revenue Retention (NRR).
• Comfort with executive-level discussions and EBRs.
• CRM data hygiene and Salesforce as truth.

Responsibilities

• Independently lead end-to-end customer journey for Enterprise accounts.
• Build and defend multi-threaded relationships across HR, sponsors, and leaders.
• Establish 12-month Mutual Action Plans and oversee launch excellence.
• Lead Executive Business Reviews, translating delivery data into ROI stories.
• Identify expansion opportunities and prepare value-backed commercial cases.
• Coordinate across Delivery, Product, and Support to remove barriers.

Skills

Account management

Customer success

Stakeholder management

Project leadership

Data fluency

NRR knowledge

Tools

Salesforce

Job description

Multiverse is the upskilling platform for AI and Tech adoption.

We have partnered with 1,500+ companies to deliver a new kind of learning that's transforming today’s workforce.

Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI, data, and tech skills. Our learners have driven $2bn+ ROI for their employers, using the skills they’ve learned to improve productivity and measurable performance.

In April 2026, we announced $70 million in strategic funding, led by Schroders Capital, with participation from StepStone Group, Lightspeed Venture Partners and General Catalyst. At an increased valuation of $2.1bn, the round makes us Europe’s first EdTech double unicorn.

But we aren’t stopping there. With a strong operational footprint and 800+ employees, we have ambitious plans to continue scaling. We’re building a world where tech skills unlock people’s potential and output. Join Multiverse and power our mission to equip the workforce to win in the AI era.

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, 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. 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.

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