At a Glance
- Tasks: Lead customer success for top enterprises, driving growth and retention with AI solutions.
- Company: Join WRITER, a leader in enterprise generative AI, valued at $1.9B.
- Benefits: Generous PTO, medical insurance, parental leave, wellness stipends, and competitive compensation.
- Other info: Hybrid role based in London with global impact and career growth opportunities.
- Why this job: Shape the future of work with AI while partnering with Fortune 500 executives.
- Qualifications: 15+ years in enterprise SaaS, with strong leadership in customer success.
The predicted salary is between 120000 - 150000 £ per year.
About WRITER
WRITER is where the world’s leading enterprises orchestrate AI-powered work. Our vision is to expand human capacity through superintelligence. We’re proving it’s possible – through powerful, trustworthy AI that unites IT and business teams together to unlock enterprise-wide transformation. With WRITER’s end-to-end platform, hundreds of companies like Mars, Marriott, Uber, and Vanguard are building and deploying AI agents that are grounded in their company’s data and fueled by WRITER’s enterprise-grade LLMs. Valued at $1.9B and backed by industry-leading investors including Premji Invest, Radical Ventures, and ICONIQ Growth, WRITER is rapidly cementing its position as the leader in enterprise generative AI.
Founded in 2020 with office hubs in San Francisco, New York City, Seattle, Austin, Chicago, and London, our team thinks big and moves fast, and we’re looking for smart, hardworking builders and scalers to join us on our journey to create a better future of work with AI.
About the role
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.
What you’ll do
- 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.
What you need
- 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.
Benefits & perks (UK full-time employees)
- 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.
VP, customer success (EMEA) employer: Neura Market
Cognition is an exceptional employer, offering a dynamic work environment where innovation thrives and employees are empowered to tackle some of the world's most significant challenges in AI. With a small, talent-dense team comprised of industry leaders from top tech companies, employees benefit from unparalleled mentorship and growth opportunities while contributing to groundbreaking projects like Devin and Windsurf. Located in Europe, our collaborative culture fosters creativity and ambition, making it an ideal place for those looking to make a meaningful impact in the field of applied AI.
StudySmarter Expert Advice🤫
We think this is how you could land VP, customer success (EMEA)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Neura Market. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Neura Market before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace VP, customer success (EMEA)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Neura Market:Your cover letter is your chance to shine! Tell us why you want to work at Neura Market specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Neura Market!
How to prepare for a job interview at Neura Market
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
