Multiverse - Customer Value Partner, Strategic Accounts
Requirements
• 5–8+ years of experience in strategic customer success, strategic account management, consulting, or professional services working with complex enterprise customers. • Executive presence and the ability to build trust and influence across senior stakeholder groups in large organisations. • A track record of building structured success plans, running executive governance, and tying work to measurable outcomes (not just activity). • Strong program leadership and operational discipline: you can operate strategically while keeping a high bar for execution, risk management, and follow-through. • Comfort leading cross-functional teams without formal authority, driving clarity, cadence, and accountability. • Commercial awareness and partnership mindset: you can identify expansion opportunities and build “ready-to-act” cases, while partnering with Sales to progress commercial discussions. • Clear written and verbal communication — you can simplify complexity for executives and teams alike. • Comfort in working with ambiguity - both internal teams and external account positions will rapidly change. Bring drive, curiosity and adaptability to work effectively in a high-paced environment. • What success looks like: • Customers describe the partnership as seamless, proactive, and value-driven — with strong stakeholder engagement, clear evidence of impact, and a well-run operating rhythm that supports long-term partnership growth.
Responsibilities
• Own the end-to-end customer journey for key strategic accounts, from launch through long-term value realisation. • Build deep, multi-threaded relationships across customer stakeholders (HR, executive sponsors, business leaders, department partners, line managers) and understand internal dynamics to engage the right people at the right time. • Partner with executive sponsors to broaden engagement across senior leaders and the teams responsible for execution, ensuring learning outcomes translate into measurable business impact. • Create and run joint success plans and discovery workshops with customers (outcomes, milestones, governance, success metrics), and hold a clear operating rhythm to drive progress. • Lead Executive Business Reviews / Quarterly Business Reviews that demonstrate value realised, celebrate shared wins, and course-correct where needed. • Translate delivery outcomes into compelling proof: share learner projects and impact stories with relevant leaders (e.g., department directors) to spark new use cases and strategic business reviews. • Partner closely with a dedicated onboarding/implementation counterpart to ensure a smooth launch and strong first 90 days, then maintain strategic oversight as programmes run. • Collaborate with Sales and Business Value Consultants to strengthen the value narrative and ensure the customer has a clear, evidence-backed view of value over time. • Act as a trusted internal voice of the customer: align Delivery, Product and Support to remove barriers, raise quality, and improve the overall customer experience. • Re-engage the Strategic Account Executive once a commercial opportunity to expand or renew is identified. Note, as a Strategic CVP you do not ‘own’ the commercial expansion outcome.
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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