Digital Customer Success Manager

Job Description

We’re on a mission to provide equitable access to economic opportunity, for everyone.

We close critical skill gaps in the workforce through a new kind of apprenticeship that combines work and learning. We begin by recognizing high-potential individuals both inside and outside of a company's current workforce and then we create applied, guided and equitable learning programs, with measurable impact. Because we believe the world needs a better way to match its potential.

We work with over 1,500 leading companies including the likes of Microsoft, Citi and Just Eat to help solve their business-critical problems, and we’ve trained over 16,000 professional apprentices in the tech and data skills of the future. This is made possible by our global team who are driven to achieve a mission that matters, together.

Join Multiverse and help us set a new course for work.

The Opportunity

Multiverse is a tech-first institution that combines work and learning to deliver equitable access to economic opportunity for everyone. We close the critical skill gaps through a new kind of apprenticeship, harnessing the best of human-centred coaching, AI and tech to deliver an approach to learning that’s measured, applied, guided and equitable.

In Digital Customer Success, you will work on a large portfolio of accounts, helping customers achieve positive business outcomes at scale by combining automated, programmed “one-to-many” strategies with targeted, high-impact interventions for a small and strategic subset of customers.

We are just getting started, and are looking for exceptional individuals to help drive continued growth & strategy across our 500+ digital accounts in the UK.

Specifically, you will

• Own the success of a large book of business by executing “one-to-many” engagement strategies to retain and grow revenue, eg. hosting webinars or office hours, building enablement materials or customer newsletters

• Provide expert guidance and support to a large customer base via our messaging platform and leading ad hoc customer meeting, including apprentice intervention strategies and resolving client challenges

• Act as a customer advocate, channelling feedback and insights to the broader organisation to drive continuous improvement

• Support sales with ad hoc requests to provide on-programme insights & demonstrate value to customers e.g. evidence of value demonstration for customers

• Leverage data to monitor customer sentiment and behaviour, measuring the effectiveness of engagement strategies and optimising them to improve engagement, conversion and/or outcomes

• Continuously develop yourself through our feedback culture and learn from Multiverse leaders, to accelerate your career long-term here

• Help enable customers to become self-sufficient Multiverse advocates by guiding them through immediate challenges while setting them up for long-term success, value realisation, and retention.

About you

• 1+ years of experience in a commercial role with a focus on leveraging scaled channels for customer engagement (eg. community manager, marketing manager, support manager), with at least 1-2 years of work experience

• Proven ability to manage multiple accounts or work streams simultaneously with a high level of attention to detail

• Resilience, initiative, and a customer-focused mindset combined with unwavering commitment to achieving success

• You love problem-solving and new challenges through process improvement and codification

• Comfortable working in a fast-paced, ever-changing environment producing measurable impact

• You align closely with our values and can share examples of how you have demonstrated them.

How we hire

Benefits

• Time off - 27 days holiday, plus 7 additional days off: 1 life event day, 2 volunteer days and 4 company-wide wellbeing days and 8 bank holidays per year

• 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 twice-weekly 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. Read our Equality, Diversity & Inclusion policy here.

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.