Enterprise Customer Success Manager

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.

Requirements

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 work with senior leaders to truly contribute to the direction Multiverse is going in. We’re obsessed with development, with each CSM benefitting from a leader whose full-time job is to help them learn and get better.

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 VP of Customer Success made the leap.

What you bring to the table:

• 5+ years of experience in a customer-facing customer success, account management, or strategic consulting role; enterprise experience is a preferred

• You have a proven track record in building cross-functional stakeholder relationships that deliver mutual success

• You are commercially minded, with a passion for driving the growth of businesses

• You have hustle & will go above and beyond to build Multiverse’s business

• 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 doing social good and the idea of working for a mission-driven start-up excites you!

• You live in the New York metro area and are willing to spend time in our Manhattan office at least 2 days a week for in-person collaboration

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 programs and shared metrics, using data to prove the impact of our apprenticeship programs 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, including Sales, Delivery, Learning Product, and Marketing

• Be measured on the retention and growth of the business at your clients

Please note - in addition to a base salary range of $115,000 - $130,000 and full benefits, this role offers a 30% of OTE variable for incentive compensation.

Benefits

• Time off - 20 days of PTO, plus 10 additional days off: 1 life event day, 2 volunteer days, 3 days for our December company switch off and 4 company-wide wellbeing days and 11 federal holidays per year

• Health & Wellness- Health Insurance with Aetna, access to One Medical, life insurance through Metlife, gym membership & wellness resources through Gympass and access to Spill - all in one mental health support

• Family benefits - Up to 16 weeks' continuous, fully paid parental leave for primary caregivers and up to 4 weeks' fully paid leave for secondary caregivers as well as access to family planning support through Kindbody

• Hybrid & remote work offering - with access to our New York office whenever you’re around and the opportunity to work abroad 45 days a year

• Team fun - weekly socials, company wide events and office snacks!

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

Please note that while this role is fully remote within the US, we have restrictions in the following states: Hawaii, Alaska, New Mexico, Wyoming, Montana, North Dakota, Nebraska, Minnesota, Iowa, Arkansas, or Kentucky. If you live in these states, please indicate so on the application form. Proceeding with your application suggests to us that you are open to relocation for this particular role.