Customer Value Partner, Mid-Market

About the role

You are the trusted advisor who ensures that enterprise customers achieve their desired business outcomes with Multiverse's upskilling solutions. You will own the end-to-end success of a portfolio of accounts, acting as the central liaison between the customer and the internal teams that enable delivery. Your daily work involves translating strategic learning programs into tangible value and proving the impact of tech skills adoption. You will build deep relationships with HR leaders, executive sponsors, and business decision-makers to embed Multiverse into their talent and operational strategy. This role requires you to be accountable for the commercial health of your accounts, driving retention, expansion, and long-term partnerships. You will use data to identify risks and opportunities, ensuring that every customer journey is aligned with measurable performance improvements. This is a critical position for an operator who can balance strategic influence with meticulous execution.

Key facts

What you'll do

You will independently manage the end-to-end lifecycle of enterprise customer relationships, ensuring seamless transitions from sales handover to long-term value realization and renewal. You will establish and maintain credible, multi-threaded relationships across HR, executive leadership, and business stakeholders to ensure our solution remains central to their digital and talent strategies. You will design and own 12-month Mutual Action Plans, overseeing launch excellence during the critical First 90 Days in collaboration with the Fulfilment function. You will lead structured Executive Business Reviews, synthesizing complex delivery and learner data into clear ROI narratives for senior decision-makers. You will proactively identify triggers for expansion and upsell, building data-backed commercial cases supported by clear value proof and coordinated mutual action plans. You will align internal Delivery, Product, and Support teams to remove obstacles and enhance the overall enterprise customer experience. You will act as a source of wisdom, translating customer feedback into actionable insights for product and service improvements. You will leverage the CRM as the single source of truth, maintaining rigorous data hygiene to ensure complete visibility into account health. You will anticipate customer needs and drive proactive engagement to maximize adoption and business impact.

Requirements

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, interpreting complex datasets and correlating Multiverse delivery data with a client's internal KPIs to construct a technical ROI case. You understand the mechanics of Net Revenue Retention (NRR) and have a strong instinct for identifying growth opportunities through expansion and upsell strategies. You are comfortable operating at senior stakeholder level, holding constructive and data-driven conversations with Directors and C-level executives. You thrive in an environment where Salesforce is the source of truth, maintaining meticulous standards of data hygiene to ensure account health is transparent. You are disciplined in your approach to reporting, using insights from customer interactions to inform strategic decisions. You are committed to maintaining the highest standards of professionalism and empathy in all stakeholder interactions.

Nice to have

There are no specific Nice to have preferences listed for this role.

Practical notes

This is a full-time role based in London. The position operates within the standard working hours and expectations of the company. The role involves travel to customer sites as required to ensure successful program delivery and relationship management. No specific visa sponsorship details are provided in the source material. The start date is not specified, and candidates are advised to apply promptly to align with business scaling plans.