VP, Customer Success (AI)

TL;DR

VP, Customer Success (AI): Leading the EMEA customer success organization to deliver measurable transformation for Fortune 500 and Global 2000 enterprises with an accent on retention, revenue growth, and operational change. Focus on scaling high-performing CSM teams, designing regional success models, and partnering with C-suite executives to drive AI adoption and ROI.

Location: Hybrid role based out of the London hub (UK)

Company

An enterprise generative AI platform providing trustworthy LLMs and AI agents for global companies to unlock enterprise-wide transformation.

What you will do

• Drive industry-leading growth and retention by owning ambitious NRR and GRR goals.
• Lead, scale, and develop a high-performing CSM team across Strategic, Enterprise, and Mid-market segments.
• Design and operationalize a regional success model and playbooks that serve as a global blueprint.
• Build trusted partnerships with CIOs, CMOs, and business leaders at Fortune 500 companies.
• Collaborate cross-functionally with Sales, Product, and Marketing to co-create account strategies delivering measurable ROI.
• Champion operational excellence through disciplined forecasting, success planning, and data-driven decision-making.

Requirements

• 15+ years in enterprise SaaS or transformation-driven technology with experience leading Fortune 500/Global 2000 relationships.
• 7+ years in senior CS or post-sales leadership, specifically across multi-country EMEA operations.
• Proven track record of scaling CS organizations through hypergrowth, global expansion, or IPO.
• Fluency in enterprise AI adoption, governance, and ROI frameworks.
• Executive presence and credibility to influence at the C-suite level.
• Must be based in or able to work from the London hub (Hybrid).

Culture & Benefits

• Generous PTO, company holidays, and paid parental leave (12 weeks).
• Comprehensive medical, dental, and fertility/family planning support.
• Competitive pension scheme and company stock options.
• Annual wellness and learning & development stipends.
• Company-wide and team off-sites.
• Early-detection cancer testing through Galleri.