Digital Customer Success Manager, Multiverse
More information about location
2 days a week in office
Providing equitable access to economic opportunity for everyone.
Open for applications
Providing equitable access to economic opportunity for everyone.
501-1000 employees
Open for applications
More information about location
2 days a week in office
501-1000 employees
Company mission
To provide equitable access to economic opportunity, for everyone.
Role
Who you are
- 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
What the job involves
- 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
- 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
Salary benchmarks
Our take
In today's tech-driven workplace, skills like digital marketing, software engineering, product design, and data analysis are pivotal. Traditional pathways to acquiring these skills are evolving, with coding schools like Makers Academy challenging the necessity of a formal Computer Science degree.
Recognizing the need for inclusive pathways, apprenticeships have gained prominence, spurred by government mandates like the 2016 levy. Multiverse (formerly WhiteHat) exemplifies this shift, offering opportunities for all to reskill and thrive in the tech industry.
Embracing a mission of accessibility and innovation, Multiverse's recent strategic moves, including acquiring Californian AI firm, Searchlight and attracting top-tier talent, underscores its commitment to excellence. Partnering with industry giants like Google and Facebook, Multiverse is driving transformative change, democratizing access to tech education.
Steph
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
58% female employees
96% employee growth in 12 months
Company
Employee endorsements
Opportunities to learn
"Whether that's the content in the course you are teaching of which you're developing a deeper understanding, weekly CPD (continuous professional..."
Funding (last 2 of 5 rounds)
Jun 2022
$220m
SERIES D
Sep 2021
$130m
SERIES C
Total funding: $414m
Company benefits
- Quarterly M-Powered Days to refresh and recharge
- End of Year Company Shut Down
- A focus on wellbeing with access to Spill therapy support, an Employee Assistance Programme and an internal Wellbeing working group.
- 45 days of work from abroad per year
- Free access to Wellhub's Starter, Basic and Bronze plans (free gym + more)
- 27 days holiday, plus 1 life event day and 2 volunteer days
- Full Medical Insurance coverage through Bupa, and your medical history is disregarded.
- Life Insurance coverage through AIG. This benefit pays out 3x your base salary to your beneficiaries.
- Our Cycle to Work scheme enables bike ownership with up to 42% savings
- Tech scheme: you can purchase new electronics, including accessories, up to £1,000, and spread the cost through 12 interest-free monthly repayments.
- Workplace Nursery benefit is provided by Enjoy Benefits and is there to help employees with the cost of childcare at a nursery setting.
Company values
- We believe in equality of opportunity
- We treat others as we want to be treated
- We adopt an owner mentality
- Development is at our core
- We make decisions based on facts and logic
- We don’t take ourselves too seriously
Company HQ
Paddington, London, UK
Articles
Leadership
Euan Blair
(CEO)Prior to founding Multiverse, Euan was the UK CEO of Sarina Russo Group, an employment and training provider with more than 1,500 staff worldwide and a turnover exceeding £100 million.
People progressing
Peppa is VP of Go-To-Market, UK&I. She joined Multiverse as an Account Executive in the Go To Market Team and was promoted to Regional Director within 7 months, then progressed to Area Vice President.
People breakdown
13%
11%
6%
68%
2%
Asian
Black or African American
Multiracial / Multiethnic
White
Unknown
Last updated on 10 September 2024
Diversity, Equity & Inclusion at Multiverse
Serena Vaughan (Career Mobility Lead)
- We want to be a leader in Diversity, Equity & Inclusion (DEI), so we’re working hard to drive the change we want to see in the world, inside Multiverse.
- Everything we do in the DEI space is undertaken with the goal of being representative of the geographies in which we operate – and our apprentice community. Gender diversity has been a long-term challenge for the tech world. We're proud that 55% of our UK Team identify as women, this increases to 64% of our Global Leadership Team (director level and above). We're also proud of our thriving LGBTQQIAAP community, comprising 11% of our UK Team.
- We're committed to improving the diversity of our workforce, at all levels. We continue to invest in early talent through our in-house apprenticeship scheme – something we know is a fantastic route into our organization for exceptional talent from a diversity of backgrounds.
- Last year we identified improving the diversity of our Global Leadership Team (director level+) internally as an area of focus. Steps that we took included introducing robust DEI monitoring processes, rolling out Inclusive Recruitment Training to all staff involved in the hiring, and launching our first internal, Global Leadership Accelerator program.
- We’re proud that in the last 12 months, the representation of colleagues from ethnic minority backgrounds at director+ levels, globally, has increased from 6% to 19%. This is good progress but we still have work to do and are committed to building a leadership team that is representative of our colleagues and of the communities we serve.
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