Senior Strategy & Operations Manager, Customer Success

Multiverse is the upskilling platform for AI and Tech adoption.

We have partnered with 1,500+ companies to deliver a new kind of learning that's transforming today’s workforce.

Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI, data, and tech skills. Our learners have driven $2bn+ ROI for their employers, using the skills they’ve learned to improve productivity and measurable performance.

In June 2022, we announced a $220 million Series D funding round co-led by StepStone Group, Lightspeed Venture Partners and General Catalyst. With a post-money valuation of $1.7bn, the round makes us the UK’s first EdTech unicorn.

But we aren’t stopping there. With a strong operational footprint and 800+ employees, we have ambitious plans to continue scaling. We’re building a world where tech skills unlock people’s potential and output.
Join Multiverse and power our mission to equip the workforce to win in the AI era.

The Opportunity

As we continue our rapid expansion, we're looking for a highly skilled and strategic Senior Sales Strategy & Operations Manager to join our Revenue Strategy & Operations team. In this pivotal role, you'll be instrumental in building core CS operating principles, driving revenue growth, and building the scalable infrastructure. This is an exciting opportunity to significantly impact our go-to-market strategy and operational excellence within a high-growth environment, supported by a wider ROps team. This role will report directly to the Director of Revenue Strategy & Operations.

Specifically, you will

• Strategic Partnership & Advisory: Collaborate closely with our 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 our account strategy, utilising multiple data sources to build a scalable CS Tier score that includes a TAM assessment, ensuring the strategic allocation of our 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 our GTM Systems team to build, optimise, and iterate on our 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 our GTM tech stack to streamline repetitive tasks (e.g., data entry, lead qualification, email automation) and improve overall productivity and customer satisfaction.

About you

• Experience: 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 plans and measurable outcomes.

• Data & Analytics Expertise: Deep proficiency in handling and analysing large data sets, with expert-level skills in Excel/Google Sheets and strong proficiency in SQL for data extraction and manipulation. Familiarity with customer value metrics, NRR and account health scoring is key.

• Exposure to CRM platforms like Salesforce, Gainsight and creating C-suite level dashboards is essential.

• AI Acumen & Experience: Familiarity with the landscape of AI-driven GTM tools, including (but not limited to) predictive analytics, sales intelligence platforms, conversational AI, and automation solutions.

• Project Management: Strong project management skills with a track record of successfully leading cross-functional initiatives involving Sales, Customer Success, Finance, Product, and Marketing teams.

• Operational Excellence: A strong understanding of CS processes and operational thinking; you can independently tackle complex problems, iterate quickly to solutions, and document them clearly for diverse audiences.

• Communication & Influence: Exceptional communication skills, capable of explaining complex analyses simply to stakeholders across all levels, departments, and between technical and non-technical colleagues. Proven ability to influence decision-making.

• Collaborative Mindset: A positive-sum mentality, equally enthusiastic about rolling up your sleeves to get something done and reflecting on the bigger picture. You thrive in a diverse, distributed team environment.

Benefits

• Time off - 27 days holiday, plus 5 additional days off: 1 life event day, 2 volunteer days, 2 company-wide wellbeing days (M-Powered Weekend) and 8 bank holidays per year

• Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Wellhub and access to Spill - all in one mental health support

• Hybrid work offering - we collaborate in the office 3 days per week

• Work-from-anywhere scheme - you'll have the opportunity to work from anywhere, up to 10 days per 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.