Senior Manager, Mid-Market Customer Value Partners

🕒 June 8

🏢🏡 London – Hybrid

⏰ Full Time

🟠 Senior

👔 Manager

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Multiverse

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2016

📚 Education

🏢 Enterprise

☁️ SaaS

Education • Enterprise • SaaS

Multiverse is a company dedicated to providing equitable access to economic opportunity through professional apprenticeships. It focuses on transforming education and the workforce by identifying, closing, and preventing skills gaps using a platform that leverages AI-powered tools. Multiverse operates by offering personalized learning pathways guided by expert coaches to improve productivity and performance. They work with enterprises to unleash employee potential by building data, AI, and software engineering skills, thereby fueling performance and business transformation. With a mission to make the workforce reflect societal diversity, they empower employees to explore new career paths while tracking measurable ROI of their learning strategies.

📋 Description

• 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.

🎯 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 • Demonstrated ability to coach, develop, and hold individuals accountable — building a team of capable, autonomous experts rather than creating dependency on you • Sees a recurring data discrepancy or operational pain point and designs a systemic process to solve it • Comfortable as a thought partner to senior leaders across functions; can hold conviction with executives while updating on legitimate challenge • Expert-level mastery of CRM and CSM toolsets (Salesforce/Gainsight) to drive segment-wide efficiency • 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!