multiverse - Senior Manager, Mid-Market Customer Value Partners
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Requirements
• 3–6 years of leadership experience in high-growth environments, with a focus on Scaling Operations, Tech-Enabled Services, Commercial Operations, Customer Success, or Professional Services • Proven experience leading a team in a high-velocity, high-accountability environment — directly accountable for their performance, growth, and engagement • Proven experience in architecture-level leadership — designing systems and processes that have scaled to hundreds or thousands of customers • Track record of leading a team through a significant operating-model change or transition — where the way the work gets done was itself evolving • NON-NEGOTIABLE CAPABILITIES • Developmental People Leader: Demonstrated ability to coach, develop, and hold individuals accountable — building a team of capable, autonomous experts rather than creating dependency on you • Systems Thinking: Sees a recurring data discrepancy or operational pain point and designs a systemic process to solve it • Strategic Influence: Comfortable as a thought partner to senior leaders across functions; can hold conviction with executives while updating on legitimate challenge • Operational Rigor: Expert-level mastery of CRM and CSM toolsets (Salesforce/Gainsight) to drive segment-wide efficiency • Inspiration at Scale: Communicates a vision that makes "operational discipline" a point of pride for a high-velocity team
Responsibilities
• Accountability: Own the results, strategy, and hiring plans for the Mid-Market segment. Build and run the performance management rhythms that ensure your team is consistent in outcomes and disciplined in execution. • Inspiration & Development: Coach your CVPs — understanding their strengths, sponsoring their growth, and creating opportunities that tie day-to-day work to Multiverse's mission. Foster a feedback culture where the team seeks each other out as trusted developmental partners, and build an inclusive environment where diverse perspectives are actively sought. • Challenge: Stretch your team to meet high expectations. Push them to zoom between tactical and strategic, identify risks early, and be comfortable being uncomfortable as we innovate the scaled model. • MV First: Strategize with senior leaders across Sales, Product, AI, and Delivery to make the right prioritisation decisions for the business — not just for your segment. Model "company before silo" and reinforce it through your team. • ARCHITECT SCALED EXCELLENCE • Scaling Architecture: Own the operating strategy for the segment — design the operating rhythms, Success Plans, and playbooks that enable MM CVPs to adapt existing methods to high-volume portfolios. • Product & AI Stakeholder: Act as the primary bridge to our internal Product and AI teams, ensuring the tools we build effectively automate manual heavy lifting and surface customer risks early. • Data-Driven Leadership: Use portfolio diagnostics to monitor health at scale, launching proactive, data-backed "save campaigns" across the segment based on engagement patterns. • Systemic Problem Solving: Investigate gaps in standard customer data across the segment and bring together adjacent functions to solve technical blockers — turning recurring pain into systemic fixes.
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
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