VP, customer success (EMEA)

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.