Customer Value Partner

Who you are

• 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 the job involves

• We’re expanding our Strategic Accounts post-sale team and are looking for a Customer Value Partner, Strategic Accounts to own a handful of our most complex, high-impact enterprise partnerships
• This is a senior individual contributor role and the post-sale counterpart to our Strategic Account Executives
• Your focus is to ensure customers experience Multiverse as a seamless, proactive partner; turning commitments into outcomes, building long-term trust with senior stakeholders, and creating the conditions for sustainable account growth
• 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
• 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

Benefits

• Working from abroad
• Free access to Wellhub's Starter, Basic and Bronze plans (free gym + more)
• M-Powered long weekend to refresh and recharge
• A focus on wellbeing with access to Spill therapy support and Employee Assistance Programme
• 24 days holiday, 3 winter shutdown days plus 1 life event day and 2 volunteer days
• Full Medical Insurance coverage through Bupa, and your medical history is disregarded
• Life Insurance coverage through AIG. This benefit pays out 3x your base salary to your beneficiaries
• Our Cycle to Work scheme enables bike ownership with up to 42% savings
• Tech scheme: you can purchase new electronics, including accessories, up to £1,000, and spread the cost through 12 interest-free monthly repayments
• Workplace Nursery benefit is provided by Enjoy Benefits and is there to help employees with the cost of childcare at a nursery setting
• 20 Days of PTO per calendar year, plus 1 life event and 2 volunteer days
• Time off to take care of yourself and your loved ones including sick time, compassionate leave and short-term disability
• Health insurance from Aetna, you will also have access to 24/7 on-demand primary care from One Medical
• Life Insurance coverage through Metlife. All members of our team are insured for up to $50,000
• We provide a 401(k) with a 4% match, capped at $5,000 per year