Senior Manager, Mid-Market Customer Value Partners

About the role

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.

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

Benefits

Additional Information

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.

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