Customer Value Partner – NHS Accounts

Multiverse

. Lead the end-to-end customer journey for a portfolio of Enterprise accounts from sales handover through value realization and renewal .

Posted 11/9/2026full-timeLondon • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing Enterprise B2B relationships, leading customer success initiatives, and translating complex data into actionable business insights. Proficient in building strategic plans and facilitating executive-level discussions to drive value realization and account growth.

Highest-signal resume keywords

Customer Success ManagementEnterprise B2B Relationship ManagementNHS Account ManagementData Analysis and ROI DevelopmentSalesforce Data Hygiene

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project LeadershipData InterpretationNet Revenue Retention (NRR)Expansion Case DevelopmentExecutive Business Reviews

Soft Skills

Relationship BuildingCommunicationProblem-SolvingNegotiation

Tools & Technologies

Salesforce

Certifications & Qualifications

Basic Disclosure and Barring Service (DBS) CheckEnhanced DBS Check

Industry Keywords

NHSEnterprise AccountsCustomer JourneyValue RealizationGovernanceSuccess Metrics

About the role

Key responsibilities & impact

Lead the end-to-end customer journey for a portfolio of Enterprise accounts from sales handover through value realization and renewal
Build and maintain multi-threaded relationships across HR, executive sponsors, and business leaders
Translate learning outcomes into business impact narratives for senior leadership
Build 12-month Mutual Action Plans and Discovery Workshops with governance, success metrics, and operating rhythms
Oversee launch excellence and the critical First 90 Days with the central Fulfilment team
Lead structured Executive Business Reviews focused on ROI and handle difficult customer conversations
Correlate Multiverse learner data with client business KPIs to support strategic investment
Identify expansion and upsell triggers and develop ready-to-close commercial cases
Experiment with playbooks and templates and act as a source of wisdom for the wider team
Align Delivery, Product, and Support teams to remove barriers and improve the Enterprise customer experience

Requirements

What you’ll need

3+ years of experience in Customer Success, Account Management, or Consulting
Proven history of managing and growing high-stakes Enterprise B2B relationships
Proven experience working within the NHS, or managing NHS accounts or contracts as a supplier or partner
Solid understanding of how NHS organisations make decisions, buy and work with external providers
Project leadership experience, leveraging internal teams such as Fulfilment and Admissions
Ability to interpret complex datasets and correlate delivery data with client internal KPIs to build a technical ROI case
Understanding of Net Revenue Retention (NRR) and ability to build expansion cases
Ability to lead Executive Business Reviews and navigate difficult conversations
High standards of Salesforce data hygiene
Successful applicants must undertake at least a Basic Disclosure and Barring Service (DBS) check
Roles involving Regulated Activity require an Enhanced DBS check, including Children’s Barred List and Prohibition Order checks
Must adhere to Multiverse safeguarding, Prevent, and other company policies
Ability to work in the Paddington office 3 days per week
Right to work in the UK; applicants may be asked about UK visa sponsorship requirements

Benefits

Comp & perks

27 days holiday (including 3 winter shutdown days) and bank holidays, plus 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 scheme
Tech Scheme
Enhanced maternity and paternity leave
Adoption and shared parental leave
Paid leave after pregnancy loss
Workplace nursery scheme
Hybrid working with 3 days a week in the office
10 days a year to work from anywhere
Quarterly team socials
Company-wide events
Happy hours
Lunch delivered to the office once a week
Fully stocked snack bar and drinks fridge