Working as a Junior Customer Success Manager at Multiverse: Lucinda Morgan

What is Customer Success?

As a Customer Success team, we support our clients and drive customer retention by looking at the ‘health’ and ‘value’ of our apprenticeship programmes. We are constantly striving for the best experience for both our customers and the apprentices on our programmes.

What do you mean by ‘health’ and ‘value’?

‘Health’ looks at the overall performance, success and effectiveness of our apprenticeship programmes. This is similar to how we think about our own health as human beings! We use some key metrics, or leading indicators, to assess ‘health’ including an apprentice NPS score, how frequently apprentices are engaging with our community offering, and how much ‘Off-The-Job” training they have logged which is an essential part of their apprenticeship.

‘Value’ refers to the impact of the apprenticeship programme on a client's business. The ‘value’ metrics are quantitative by analysing apprentice data in line with defined metrics of success and qualitative through speaking to apprentices and apprentice managers to build out case studies.

Tell us about your role as a Junior Customer Success Manager

As a Junior Customer Success Manager (JCSM) at Multiverse in the UK team, you gain so much exposure to the Commercial world and it’s an incredible foot in the door. You get the opportunity to manage the biggest patch of clients within our team as we look after our smaller customers. We’re responsible for monitoring our Customer Success inbox and acting as the first point of contact to answer questions, jump on calls with clients and action requests. This is a great opportunity to build relationships with a large number of customers, solve challenges, and rapidly learn and develop.

But importantly, we also support our more senior team members with our larger clients. For example, I’ve only been at Multiverse for 6 months and I’ve already had the opportunity to work on the Quarterly Business Reviews for Visa and present some slides - which is incredible! Sometimes you have to work for years and years to get that exposure but at Multiverse you can experience this as a junior team member.

As part of building the Quarterly Business Review, we run apprentice interviews to understand their experience on programme and we create case studies to prove the impact and return on investment for our clients. It’s great to be able to speak to apprentices on a weekly basis to understand how Multiverse’s mission is being brought to life.

Tell us about the culture of the Customer Success team

The Customer Success team is really committed to learning and development. The senior team members support you to develop your skills and every week I have a one-to-one with my manager to talk about my development plan and how I can get to the next level and achieve my goals. Multiverse has a high bar for excellence and it’s been great to see my work improve in real-time and to learn from such a driven and high-calibre team. We also work closely with the wider Go-To-Market team so I get to learn from our amazing Sales team too.

The culture of the team is really unique - everyone is so lovely and supportive. We all jump in to help each other and our success is a real team effort. We also have a focus on wellbeing and we love to keep each other happy and positive, even if we have a difficult client situation to resolve. Overall, the company culture is just really fun and we have so many great people in the team. We have various community groups that you can join with other Multiversers who share similar interests or backgrounds which I’ve never had in a working environment before. These communities help you to meet people outside of your team who you wouldn’t normally get to meet and I love that.

Watch this video(opens new window) to hear from Lucinda and others to find out more about our CSM team.

Applications are open to join Multiverse as a Junior Customer Success Manager

Building on the success of our first cohort, we’re thrilled to be hiring more Junior Customer Success Managers to join our team in the UK. Apply here(opens new window).

At Multiverse, we’re working hard to ensure our team better reflects the communities we serve. With this in mind, we particularly welcome candidates from ethnic minority backgrounds to apply, as they are currently underrepresented in the Customer Success Team.

We’re looking for individuals with a minimum of 1 year of experience, This could include experience working with clients, managing a busy reception desk greeting colleagues and members of the public, or collaborating with teams on projects within a work setting. No prior Customer Success experience is required. We’re looking for transferable skills and experiences - and we’re open-minded as to what that might be.

We’re also looking to see your potential, demonstrated through your life outside of work. It might shine through something like volunteering, sports or hobbies taken to a high level, challenges overcome, or even a side hustle made BIG. We’re looking for go-getters that always make the most of their talents.

You must be available to start the Junior Customer Success cohort on Monday 6th March 2023 on a full-time basis and be based permanently in the UK with the Right to Work. Unfortunately, we don't offer sponsorship.

This role will be based in London. There will be some working from home, some working from our office in Marylebone, and some visiting clients across London and beyond.

Key dates

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