Customer Value Partner, Enterprise - NHS Accounts

The role

You will lead the end-to-end customer journey for a portfolio of Enterprise accounts. You will build relationships with stakeholders, translate learning outcomes into business impact, and drive account expansion and renewal.

What you will do

• Lead the end-to-end customer journey for Enterprise accounts from sales handover to renewal.
• Build and defend relationships across HR, executive sponsors, and business leaders.
• Translate complex learning outcomes into business impact narratives for senior leadership.
• Build 12-month Mutual Action Plans and Discovery Workshops.
• Oversee launch excellence and the First 90 Days in collaboration with the Fulfilment team.
• Lead Executive Business Reviews to communicate ROI.
• Correlate learner data with client business KPIs to justify strategic investment.
• Identify expansion and upsell triggers to build commercial cases.
• Experiment with playbooks and templates to improve processes.
• Align Delivery, Product, and Support teams to improve customer experience.

Required qualifications

• 3+ years of experience in Customer Success, Account Management, or Consulting.
• Proven history of managing and growing high-stakes Enterprise B2B relationships.
• Proven experience of working within the NHS, or managing NHS accounts or contracts as a supplier or partner.
• Understanding of how NHS organisations make decisions, buy and work with external providers.
• Ability to leverage internal teams to deliver customer experience during implementation.
• Data-fluent with ability to interpret complex datasets and build technical ROI cases.
• Understanding of Net Revenue Retention (NRR) mechanics.
• Ability to hold the room during an EBR and navigate difficult conversations.
• Ability to maintain high standards of data hygiene in Salesforce.

Benefits

• 27 days holiday including 3 winter shutdown days and bank holidays.
• 5 extra days off (1 life event, 2 volunteer days and 2 summer shutdown days).
• Bupa private medical insurance.
• Medical cash back plan.
• Therapy through Spill.
• Gym access through Wellhub.
• Share options for every permanent employee.
• Life insurance at 3x salary.
• Workplace pension with 4% contribution from Multiverse.
• Cycle to Work and a Tech Scheme.
• Enhanced maternity, paternity, adoption, shared parental leave, and paid leave after pregnancy loss.
• Workplace nursery scheme.

Before you apply

• Successful applicants will be required to undertake at least a Basic check via the Disclosure Barring Service (DBS).
• Roles involving Regulated Activity must undergo an Enhanced DBS check, including a Children’s Barred List check and a Prohibition Order check.

About the company

Multiverse is the AI adoption layer and an EdTech double unicorn. They build a tech-first institution that combines work and learning to close the critical skills gap.