Enterprise Customer Success Manager, UK London, England
Job description
We’re on a mission to create a diverse group of future leaders. We do that through professional apprenticeships because we believe learning on-the-job creates a more equitable and successful path to careers. We find, train and support talented individuals, wherever they are in their career journey, and equip them with the in-demand tech, software engineering, and data skills to transform their careers and deliver a better route to growth for their employers.
We’ve had some big achievements. We hit 10,000 apprentices in our community - and counting. We launched one of the largest data apprenticeship programs in the UK with Jaguar Land Rover, and we’ve partnered with companies like Mars, Verizon and CitiBank. Not to forget becoming a mission-driven EdTech unicorn after our $220m Series D.
But we aren’t stopping here. Join Multiverse and build the future of learning at work.
The Opportunity
The Customer Success team is driven by our belief that the only scalable way to prepare for the future of work and democratise access to the best careers is by providing outstanding alternatives to university and corporate training – we believe that requires established enterprises to evolve the way they think about human capital development. We work with the C-suite to bring ROI to life for our clients, and build a strategy to address their business challenges based on data and real human interactions.
Customer Success is the only team at Multiverse to work across both the client and learning sides of the business, giving us a unique viewpoint into the operations of a hyper-growth scale up and the opportunity to truly contribute to the direction Multiverse is going in. We’re obsessed with development, with each CSM benefitting from a leader who’s full time job is to help them learn and get better. It’s a true meritocracy here with great work leading to rapid promotion - on average, a member of the Customer Success team is promoted 1.25x per year.
We’re a special company changing the fabric of society and we’re looking for highly ambitious candidates to come and join us. Here's more on why our Global Director of Customer Success made the leap: https://blog.multiverse.io/why-i-left-my-career-in...
What you bring to the table:
3+ years of commercial experience (this could be in customer success, sales, consulting, project management or something else - we're open minded!)
You have a proven track record in building cross-functional stakeholder relationships that deliver mutual success
You are commercially minded, with a passion for business
You have hustle & will go above and beyond to drive Multiverse forwards
You are high energy, you want to develop quickly and love to continually raise the bar in terms of performance and expectations
You are passionate about social mobility and the idea of working for a mission-driven start-up excites you!
Once here, you will:
Manage a book of business of our highest value clients; working closely with our enterprise customers to understand their strategic objectives and to deliver against them
Build and manage relationships across senior business leaders
Craft joint customer success plans that include agreed upon scope of programmes and shared metrics, using data to prove the impact of our apprenticeship programmes on clients' businesses
Facilitate business reviews with economic decision-makers and business champions, where we celebrate shared successes, and course-correct where necessary
Work independently to innovate with your clients, always searching for ways to improve what we do to drive better results
Act as the customer’s voice with internal teams to inform our market insights and strategic roadmaps
Continuously develop yourself through our feedback culture and be trained by world-class Multiverse leaders, to accelerate your career long-term here
Build great internal relationships with other teams all over Multiverse
Be measured on the retention and growth of the business at your clients
Benefits
Time off - 27 days holiday, plus 7 additional days off: 1 life event day, 2 volunteer days and 4 company-wide wellbeing days
Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Gympass and access to Spill - all in one mental health support
Hybrid & remote work offering - with weekly or monthly visits to the London office and the opportunity to work abroad 45 days a year
Team fun - weekly socials, company wide events and office snacks!
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.
Right to Work
Do you have the right to work in the UK? Unfortunately, at this time we cannot offer sponsorship for this role and we cannot consider overseas applications.
Safeguarding
All posts in Multiverse involve some degree of responsibility for safeguarding. Successful applicants are required to complete a Disclosure Form from the Disclosure and Barring Service ("DBS") for the position. Failure to declare any convictions (that are not subject to DBS filtering) may disqualify a candidate for appointment or result in summary dismissal if the discrepancy comes to light subsequently.
