Senior Strategy & Operations Manager, Customer Success at Multiverse

London, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

EdTech, TechnologyIndustries

Requirements

6+ years of progressive experience in GTM strategy, revenue operations, or a similar analytical role within a high-growth B2B technology company or consulting firm
Explicit exposure to supporting a CS organisation or time in a CS leadership role is essential
Strategic Acumen: Demonstrated ability to think strategically about CS challenges and translate them into actionable strategies

Responsibilities

Strategic Partnership & Advisory: Collaborate closely with CS leadership to develop and refine pre and post sales strategies, leveraging deep insights and analytics to identify new growth opportunities and enhance customer value
Play an active role in Annual Planning, Productivity Modelling and Compensation Planning: Build detailed models to assess CS capacity and partner closely with Finance to build multi-year scenarios. Design and roll-out compensation and incentive plans and evaluate their cost implications. Collaborate with senior GTM and Finance stakeholders to execute the planning process on time
Account scoring and CS territory management: Maintain and develop account strategy, utilising multiple data sources to build a scalable CS Tier score that includes a TAM assessment, ensuring the strategic allocation of priority accounts
Performance Forecasting & Optimisation: Own the development and execution of accurate risk forecasting, NRR and churn prediction, and optimising CS leading indicators. Implement strategies and processes to improve predictability and achieve CS targets
Data-Driven Insights & BI Enablement: Lead analytical projects, defining key metrics, identifying trends, and pinpointing areas for improvement. Design, build, and maintain robust business intelligence dashboards and reports for C-suite and executive-level reviews (e.g., QBRs)
CS Operations & Tech Stack Leadership: Partner with GTM Systems team to build, optimise, and iterate on CS operations and technology stack (e.g., CRM, enablement tools, workflows, analytics). Identify and implement improvements to existing processes to enhance CS efficiency and productivity
Proactively identify opportunities to integrate and optimise AI and automation solutions within GTM tech stack to streamline repetitive tasks (e.g., data entry, lead qualification, email automation) and improve overall productivity and customer satisfaction

Skills

Analytics

Strategic Planning

Productivity Modeling

Compensation Planning

Annual Planning

Revenue Operations

Go-to-Market Strategy

Customer Success

Partnership Management

Sales Strategy

Multiverse

Provides professional apprenticeships for workforce development

About Multiverse

Multiverse focuses on workforce development through professional apprenticeships, providing on-the-job training programs that help individuals gain skills for high-paying jobs and career advancement. The company operates in the United States and the United Kingdom, partnering with various organizations to tailor apprenticeship programs to meet specific employer and individual needs. Unlike traditional hiring methods, Multiverse's approach is designed to be equitable and accessible, allowing diverse talent to succeed. The company also offers ongoing support and mentorship to apprentices, ensuring they can navigate their career paths effectively. Multiverse's goal is to create a diverse group of future leaders by transforming the way talent is developed and nurtured.

London, United KingdomHeadquarters

2016Year Founded

$402.7MTotal Funding

SERIES_DCompany Stage

Social Impact, AI & Machine Learning, EducationIndustries

1,001-5,000Employees

Risks

Competition from universities offering flexible, career-focused programs may challenge Multiverse.

Rapid AI development could outpace Multiverse's training program updates.

Economic downturns may reduce corporate spending on training, impacting revenue.

Differentiation

Multiverse offers AI-powered apprenticeships, a unique alternative to traditional university education.

The company partners with diverse industries, enhancing workforce skills through tailored programs.

Multiverse's acquisition of Searchlight boosts its AI capabilities and competitive edge.

Upsides

Partnership with Microsoft aims to skill 1 million people in AI by 2025.

Recent leadership appointments focus on financial growth and curriculum development.

AI-Powered Productivity apprenticeships are accredited and eligible for public funding in the UK.

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