Vice President Customer Success (EMEA)

TL;DR

Vice President Customer Success (EMEA): Lead the EMEA customer success organization for AI-powered enterprise transformation with an accent on retention and growth, scaling a regional success model into a global blueprint, and partnering with C-suite stakeholders to drive measurable operational change. Focus on building and operationalizing success metrics, governance, and playbooks for agentic-era outcomes while influencing product direction through the voice of the customer.

Location: Hybrid (London, UK)

Company

Writer builds an end-to-end platform for enterprise AI agents grounded in company data and powered by enterprise-grade LLMs.

What you will do

• Own ambitious NRR and GRR goals and tie expansion to quantifiable business outcomes.
• Lead, scale, and develop a CSM team across Strategic, Enterprise, and Mid-market segments, including hiring and career paths.
• Design and operationalize a regional success model that becomes the global blueprint (playbooks, metrics, governance).
• Build executive partnerships with CIOs, CMOs, and business leaders to position Writer as mission-critical infrastructure.
• Collaborate with Sales, Product, Marketing, and Solutions architecture to co-create account strategies delivering measurable ROI.
• Drive operational excellence through disciplined forecasting, success planning, and data-driven decision-making.

Requirements

• 15+ years in enterprise SaaS or transformation-driven technology, with deep experience leading Fortune 500/Global 2000 relationships.
• 7+ years in senior customer success or post-sales leadership, ideally across multi-country EMEA operations.
• Proven record building and scaling customer success organizations through inflection points (hypergrowth, global expansion, or IPO).
• Fluent in enterprise AI adoption and governance, with strong grasp of ROI frameworks and transformation programs.
• Strategic and hands-on operator who can alternate between vision and precise execution.
• Executive presence and credibility to influence C-suite stakeholders and coach leaders at every level.

Culture & Benefits

• Generous PTO plus company holidays.
• Comprehensive medical and dental insurance.
• Paid parental leave for all parents (16 weeks), plus fertility and family planning support.
• Early-detection cancer testing.
• Competitive pension scheme with company contribution and annual work-life learning and development stipends.
• Company off-sites and team off-sites, plus competitive compensation and company stock options.