Enterprise Customer Value Partner

About the role

The is the primary steward of our most strategic accounts, owning the end-to-end journey from contract signing through to long-term value realization and renewal. In this role, you are accountable for ensuring that every launch is flawless and that every program delivers measurable business impact for our enterprise clients. You will build and defend multi-threaded relationships across HR, executive sponsors, and business leaders to embed Multiverse logically within their digital and talent strategy. This is an operator role that translates complex learning outcomes into specific business narratives, influencing Director-level stakeholders with data-driven logic and emotional intelligence. You will independently build 12-month Mutual Action Plans and Discovery Workshops, establishing clear governance, success metrics, and operating rhythms to drive consistent momentum. The position requires synthesizing delivery outcomes into compelling proof by correlating learner data with client-provided business KPIs to justify further strategic investment. You will proactively identify expansion and upsell triggers, contextualizing opportunities within the customer's specific environment to build ready-to-close commercial cases. Ultimately, you will act as a source of wisdom, experimenting with playbooks and templates to improve team performance while aligning Delivery, Product, and Support to remove barriers and enhance the overall customer experience.

Key facts

What you'll do

• 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 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.
• Serve as the single point of accountability for customers from contract signing through renewal, ensuring flawless execution and data-backed roadmap expansion.
• Translate ambiguous business challenges into structured learning interventions, leveraging Multiverse's AI and tech adoption focus to drive measurable productivity gains.
• Establish clear success metrics and operating rhythms that align with client strategic objectives, ensuring consistent program momentum and executive sponsorship.
• Utilize Salesforce as the source of truth to maintain rigorous data hygiene, providing transparent account health reporting and forecasting.
• Drive evidence-based expansion strategies by linking learner outcomes to client business KPIs, creating compelling narratives for further investment.

Requirements

• 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.
• You are comfortable operating in a fast-paced, mission-critical environment where ambiguity is high and delivery impact must be clearly demonstrated.
• You possess strong written and verbal communication skills, enabling you to influence stakeholders at multiple levels with clarity and precision.

Practical notes

• Location is fixed in London.
• Engagement is full-time.
• No specific hours, travel requirements, visa details, or application deadlines are stated in the source material.

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.