Senior Manager, Mid-Market Customer Value Partners

Multiverse is the upskilling platform for AI and Tech adoption.

We have partnered with 1500 companies to deliver a new kind of learning thats transforming todays 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 theyve learned to improve productivity and measurable performance.

In April 2026 we announced $70 million in strategic funding led by Schroders Capital with participation from StepStone Group Lightspeed Venture Partners and General Catalyst. At an increased valuation of $2.1bn the round makes us Europes first EdTech double unicorn.

But we arent stopping there. With a strong operational footprint and 800 employees we have ambitious plans to continue scaling. Were building a world where tech skills unlock peoples potential and output.

Join Multiverse and power our mission to equip the workforce to win in the AI era.

The Mid-Market segment is the engine of Multiverses scale. Were 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 Customer Value Partners 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.

• 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 Multiverses 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.

• 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.

• 36 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

• 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 - youll 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 thats always stocked!

Our Commitment to Diversity Equity and Inclusion

Were 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.

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 our Prevent Policy and 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 Childrens 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.

Required Experience:

Senior Manager