At a Glance
- Tasks: Lead customer success for top enterprises, driving growth and retention with AI solutions.
- Company: Join WRITER, a $1.9B leader in enterprise generative AI, transforming the future of work.
- Benefits: Generous PTO, medical insurance, parental leave, wellness stipends, and competitive compensation.
- Other info: Hybrid role based in London with excellent career growth opportunities.
- Why this job: Shape the success of Fortune 500 companies and influence global strategy in a dynamic environment.
- Qualifications: 15+ years in enterprise SaaS, strong leadership in customer success, and AI expertise.
The predicted salary is between 100000 - 150000 € per year.
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.
Founded in 2020 with office hubs in San Francisco, New York City, 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.
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. 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.
- 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.
- 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 (12 weeks).
- Fertility and family planning support.
- Early-detection cancer testing through Galleri.
- Competitive pension scheme and company contribution.
- Annual work-life stipends for wellness, learning and development.
- Company-wide off-sites and team off-sites.
- Competitive compensation and company stock options.
VP, customer success (EMEA) in London employer: Writer
WRITER is an exceptional employer that champions innovation and growth, offering a dynamic work environment in London where employees can thrive. With a strong focus on employee development, generous benefits including comprehensive medical coverage, wellness stipends, and competitive compensation, WRITER fosters a culture of collaboration and excellence. As a leader in enterprise generative AI, the company provides unique opportunities to engage with top-tier clients and shape the future of work, making it an ideal place for ambitious professionals seeking meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land VP, customer success (EMEA) in London
✨Tip Number 1
Network like a pro! Reach out to connections in the industry, especially those who work at WRITER or similar companies. A friendly chat can open doors and give you insights that might just help you land that VP role.
✨Tip Number 2
Prepare for interviews by diving deep into WRITER’s mission and values. Understand their AI-powered platform and think about how your experience aligns with their goals. Show them you’re not just another candidate, but someone who truly gets what they’re about.
✨Tip Number 3
Don’t shy away from showcasing your achievements! Be ready to discuss specific examples of how you’ve driven growth and retention in previous roles. Numbers speak volumes, so bring those metrics to the table!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the WRITER team. Let’s make it happen!
We think you need these skills to ace VP, customer success (EMEA) in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the VP, Customer Success role. Highlight your experience in enterprise SaaS and transformation-driven technology, especially with Fortune 500 companies. We want to see how your skills align with our mission at WRITER!
Showcase Your Leadership Skills:In your application, emphasise your experience in leading high-performing teams and scaling customer success organisations. We’re looking for someone who can drive growth and retention, so share specific examples of how you've achieved this in the past.
Demonstrate Your Strategic Thinking:We love a strategic operator! Use your application to illustrate how you’ve designed and operationalised success models in previous roles. Show us how you can think big while also getting into the nitty-gritty details that matter.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at Writer
✨Know Your Stuff
Before the interview, dive deep into WRITER's mission and values. Understand their AI-powered platform and how it transforms enterprises. Being able to discuss specific examples of how you've driven customer success in similar environments will show you’re not just familiar with the industry but also genuinely interested.
✨Showcase Your Leadership Skills
As a VP, you'll need to demonstrate your ability to lead and scale teams effectively. Prepare examples of how you've built high-performing teams in the past, especially in multi-country operations. Highlight your experience in developing talent and creating clear career paths for your team members.
✨Quantify Your Achievements
When discussing your previous roles, focus on quantifiable outcomes. Talk about your NRR and GRR goals and how you achieved them. Use metrics to illustrate your impact on customer retention and growth, as this aligns perfectly with what WRITER is looking for in their next VP.
✨Engage with C-Suite Scenarios
Since you'll be working closely with C-suite executives, prepare to discuss how you've successfully built relationships at that level. Think of specific instances where you influenced decision-making or drove strategic initiatives. This will showcase your executive presence and credibility, which are crucial for this role.
