Senior Manager, Mid-Market Customer Value Partners

Multiverse is the upskilling platform for AI and Tech adoption. We have partnered with 1,500+ companies to deliver a new kind of learning that's transforming today’s workforce. Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI, data, and tech skills. Our learners have driven $2bn+ ROI for their employers, using the skills they’ve learned to improve productivity and measurable performance. In June 2022, we announced a $220 million Series D funding round co-led by StepStone Group, Lightspeed Venture Partners and General Catalyst. With a post-money valuation of $1.7bn, the round makes us the UK’s first EdTech unicorn. But we aren’t stopping there. 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. THE OPPORTUNITY: The Mid-Market segment is the engine of Multiverse's scale. We're looking for a Senior Manager to be the Architect of Scaled Excellence — and the leader who builds the team capable of delivering it. You will lead a team of senior Customer Value Partners (P5 Specialists), accountable for the post-sale relationship, retention, and growth of the largest volume of our customer base. The role is two-sided: you will design the systems, playbooks, and AI-enabled workflows that let CVPs manage significant portfolios without sacrificing quality, AND you will build, develop, and inspire a high-calibre team of specialists who bring those systems to life every day. This is a role for a systems-thinker who is also a thoughtful, demanding, and developmental people leader. ONCE HERE, YOU WILL: LEAD THE TEAM - 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. EXPERIENCE - 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 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 - Work-from-anywhere scheme - you'll have the opportunity to work from anywhere, up to 10 days per year - Space to connect: Beyond the desk, we make time for weekly catch-ups, seasonal celebrations, and have a kitchen that’s always stocked! Our Commitment to Diversity, Equity and Inclusion We’re an equal opportunities employer. And proud of it. 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. This will never change. Read our Equality, Diversity & Inclusion policy here https://www.multiverse.io/en-GB/our-policies/equality-diversity-and-inclusion-policy. Our Commitment to Safeguarding 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 https://cdn.sanity.io/files/6y1mknvo/prod-20240319/50283d0600920c5f1e02cf44e54c0f1534c74e61.pdf, our Prevent Policy https://cdn.sanity.io/files/6y1mknvo/prod-20240319/35a5defca7346bb1c212250867754b0a7ae5b478.pdfand all other Multiverse company policies. 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. Roles involving Regulated Activity may interact with vulnerable groups, therefore are exempt from the Rehabilitation of Offenders Act 1974 meaning applicants are required to declare any convictions, cautions, reprimands, and final warnings. Providing false information is an offence and could result in the application being rejected or summary dismissal if the applicant has been selected, and possible referral to the police and the DBS.