VP, customer success (EMEA)

Shape how the world’s most sophisticated enterprises succeed with AI. As vice president, customer success, EMEA, you’ll lead the region’s customer success organization and partner directly with C-suite executives at Fortune 500 and Global 2000 companies to deliver measurable transformation—not proofs of concept, but lasting operational change. You’ll own retention and growth, scale a world-class team, and define how enterprises measure success in the agentic era. You’ll be a key member of WRITER’s EMEA leadership team and an active voice in the global CS leadership group, shaping strategy, structure, and culture across regions. This is a builder’s role with global reach - reporting to our COO and working closely with the CEO and CRO to drive WRITER’s next stage of growth. This is a hybrid role based out of our London hub.

Responsibilities

Drive industry leading growth and retention by owning ambitious NRR and GRR goals, tying every expansion to quantifiable business outcomes; Lead, scale, and develop a high-performing CSM team across Strategic, Enterprise, and Mid-market segments—hiring exceptional talent and building clear career paths; Have a dotted line to other post sales organizations; Design and operationalize a regional success model that becomes the global blueprint - playbooks, metrics, and governance that scale; Build trusted partnerships with CIOs, CMOs, and business leaders at companies like Goldman Sachs, Accenture, and Hilton, positioning WRITER as mission-critical infrastructure; Collaborate cross-functionally with Sales, Product, Marketing, and Solutions architecture to co-create account strategies that deliver measurable ROI; Champion operational excellence through disciplined forecasting, success planning, and data-driven decision-making; Represent the voice of the customer at the highest levels, influencing product direction and innovation

Requirements

15+ years in enterprise SaaS or transformation-driven technology with deep experience leading Fortune 500/Global 2000 relationships; 7+ years in senior CS or post-sales leadership; Proven record building and scaling CS organizations through inflection points - hypergrowth, global expansion, or IPO; Fluent in enterprise AI adoption and governance, with a strong grasp of ROI frameworks and transformation programs; A strategic and hands-on operator - able to alternate between vision and precision execution; Executive presence and credibility to influence at C-suite level and coach at every level; Enthusiasm to both drive strategy and get in to the details at the customer level to manage escalations and ensure delivery

Nice to have

Ideally across multi-country EMEA operations; Ideally have also led Engagement managers, Customer architects, and Customer support either directly or indirectly

Benefits

Generous PTO, plus company holidays; Comprehensive medical and dental insurance; Paid parental leave for all parents (16 weeks); Fertility and family planning support; Early-detection cancer testing through Galleri; Competitive pension scheme and company contribution; Annual work-life stipends for wellness stipend for gym, massage/chiropractor, personal training, etc.; Learning and development stipend; Company-wide off-sites and team off-sites; Competitive compensation and company stock options