VP, customer success (EMEA)

WRITER; Greater London; On-site; GBP 120,000 - 150,000; Full time

Job summary

A leading AI platform company in the United Kingdom seeks a Vice President of Customer Success to oversee the EMEA region. This role involves leading customer success efforts, partnering with C-suite executives, and owning ambitious goals for growth and retention. Candidates should have over 15 years of experience in enterprise SaaS, with a strong background in customer success leadership and effective strategies for enterprise AI adoption. The position offers competitive compensation, comprehensive benefits, and opportunities for personal and professional development.

Benefits

Generous PTO

Comprehensive medical and dental insurance

Paid parental leave for all parents (12 weeks)

Fertility and family planning support

Early-detection cancer testing

Competitive pension scheme

Annual work-life stipends

Company-wide off-sites

Competitive compensation and stock options

Qualifications

• 15+ years in enterprise SaaS or transformation technology.
• 7+ years in senior customer success leadership across EMEA.
• Experience scaling customer success organizations.
• Familiarity with ROI frameworks and transformation programs.
• Strong ability to manage escalations at customer level.

Responsibilities

• Drive growth and retention by owning NRR and GRR goals.
• Lead and develop a high-performing customer success team.
• Create a regional success model that serves as a global blueprint.
• Build partnerships with senior leaders at major companies.
• Collaborate across teams for account strategies with measurable ROI.
• Champion operational excellence and data-driven decision-making.
• Represent customer voice at high levels to influence product direction.

Skills

Enterprise SaaS expertise

Leadership in customer success

Strategic thinking

Fluency in enterprise AI adoption

Executive presence

Job description

About this role

Shape how the world’s most sophisticated enterprises succeed with AI.

At WRITER, we’re building the agentic AI platform trusted by the world’s most regulated and security-conscious organizations. From Goldman Sachs and Salesforce to Accenture and Hilton, leading enterprises rely on WRITER to connect their knowledge, workflows, and people through secure, production-grade 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 CCO and working closely with the GM of EMEA, CEO, CRO to drive WRITER’s next stage of growth.

♀️ Your 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.

⭐️ Is this you?

• 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, ideally across multi-country EMEA operations. In addition to CS management, ideally have also led Engagement managers, Customer architects, and Customer support either directly or indirectly.

• 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 prop leadership and “get in to the details” at the customer level to manage escalations and ensure delivery.

• Based within commuting distance of our London hub.

Benefits & perks (UK full-time employees):

• Generous PTO, plus company holidays

• Comprehensive medical and dental insurance

• Paid parental leave for all parents (12 weeks)

• Fertility and family planning support

• Early-detection cancer testing through Galleri

• Competitive pension scheme and company contribution

• Annual work‑life stipends for:

  • Home office setup, cell phone, internet

  • 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