VP, customer success (EMEA)
Remote • London, UK • FullTime
Posted 2mo ago
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
WRITER is a leading enterprise AI platform that helps companies orchestrate AI-powered work and unlock enterprise-wide transformation. We provide powerful, trustworthy AI that unites IT and business teams, enabling hundreds of companies to build and deploy AI agents grounded in their data and fueled by enterprise-grade LLMs. Valued at $1.9B and backed by prominent investors, WRITER is rapidly cementing its position as the leader in enterprise generative AI.
As the Vice President of Customer Success for EMEA, you will lead the region's customer success organization and partner directly with C-suite executives at Fortune 500 and Global 2000 companies. Your role will focus on delivering measurable transformation, owning retention and growth, scaling a world-class team, and defining success metrics in the agentic era. This is a builder's role with global reach, reporting to the COO and working closely with the CEO and CRO to drive WRITER's next stage of growth.
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.
- Design and operationalize a regional success model that becomes the global blueprint, including playbooks, metrics, and governance.
- Build trusted partnerships with CIOs, CMOs, and business leaders at major companies, 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, ideally across multi-country EMEA operations, including management of Engagement Managers, Customer Architects, and Customer Support.
- Proven record of building and scaling CS organizations through inflection points like hypergrowth, global expansion, or IPO.
- Fluent in enterprise AI adoption and governance, with a strong grasp of ROI frameworks and transformation programs.
- Strategic and hands-on operator capable of alternating between vision and precise execution.
- Executive presence and credibility to influence at the C-suite level and coach at every level.
- Enthusiasm to drive strategy, support leadership, and engage at the customer level to manage escalations and ensure delivery.
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 (gym, massage, personal training, etc.) and learning and development.
- Company-wide off-sites and team off-sites.
- Competitive compensation and company stock options.