Enterprise Customer Value Partner

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.

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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