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About the Role

The Customer Value Partner (CVP) is the primary architect of transformation in the Enterprise segment, accountable for the end-to-end customer journey from contract signing to long-term value realization and expansion. This role requires an operator skilled in influencing stakeholders and navigating technical program launches.

Responsibilities

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.

Requirements

3+ years of experience in Customer Success, Account Management, or Consulting.
Proven history of managing and growing high-stakes Enterprise B2B relationships.
Natural project leader who can leverage internal teams (such as Fulfilment and Admissions) to deliver a seamless customer experience during high-stakes implementation phases.
Data-fluent; able to interpret complex datasets and correlate Multiverse delivery data with a client’s internal KPIs to build a technical ROI case.
Understanding of Net Revenue Retention (NRR) and ability to build "ready-to-close" expansion cases backed by value proof and mutual action plans.
Ability to hold the room during an EBR and navigate difficult conversations with a balance of empathy and data-backed logic.
Thrives 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.
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.
Applicants are required to declare any convictions, cautions, reprimands, and final warnings for roles involving Regulated Activity.

Skills

Customer Success
Account Management
Consulting
Project Leadership
Data Analysis
Salesforce CRM
Net Revenue Retention (NRR)
Executive Business Reviews (EBRs)
Relationship Building
Stakeholder Management
Commercial Acumen

Location

Hybrid

Work Type

Hybrid
Full-time

Experience Level

3+ years

Benefits

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
Private medical Insurance with Bupa
Medical cashback scheme
Life insurance
Gym membership & wellness resources through Wellhub
Access to Spill - all in one mental health support
Opportunity to work from anywhere, up to 10 days per year
Weekly catch-ups
Seasonal celebrations
Stocked kitchen

About the Company

Multiverse is the upskilling platform for AI and Tech adoption, partnering with 1,500+ companies to deliver learning that transforms the workforce.
Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI, data, and tech skills.
Learners have driven $2bn+ ROI for their employers, using learned skills to improve productivity and performance.
In April 2026, Multiverse 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.
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.
At Multiverse, we are building a tech-first institution that combines work and learning to close the critical skills gap.

Equal Opportunity

We’re an equal opportunities employer. 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.
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.