At a Glance
- Tasks: Lead customer success for EMEA, driving growth and retention with Fortune 500 companies.
- Company: Join WRITER, a dynamic tech company shaping the future of customer success.
- Benefits: Enjoy flexible work options, competitive pay, stock options, and generous PTO from day one.
- Other info: Be part of a collaborative leadership team with excellent career growth opportunities.
- Why this job: Make a real impact by transforming customer success strategies at a global scale.
- Qualifications: 7+ years in senior customer success roles with experience in enterprise SaaS.
The predicted salary is between 100000 - 150000 £ per year.
Responsibilities
- 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.
- 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, successful planning, and data‑driven decision‑making.
- Represent the voice of the customer at the highest levels, influencing product direction and innovation.
Benefits
- Selection of employer‑covered medical plans, plus dental, vision, life insurance, and FSA.
- Flexible location and schedule options.
- Competitive parental leave policy.
- Company stock options.
- 401(k) plan with employer contributions.
- Learning and development stipend.
- Generous PTO.
- Distributed from Day 1: Our processes and operating cadence are built around a distributed culture.
- SF office space: If you prefer working from an office, we have a beautiful sunny one in Union Square, the heart of San Francisco.
Qualifications
- 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.
- Executive presence and credibility to influence at C‑suite level and coach at every level.
- Proven record‑building and scaling CS organizations through inflection points - hypergrowth, global expansion, or IPO.
- A strategic and hands‑on operator able to alternate between vision and precision execution.
- 15+ years in enterprise SaaS or transformation‑driven technology with deep experience leading Fortune 500/Global 2000 relationships.
- Enthusiasm to both drive strategy and prop leadership and “get in to the details” at the customer level to manage escalations and ensure delivery.
- Fluent in enterprise AI adoption and governance, with a strong grasp of ROI frameworks and transformation programs.
Vice President of Customer Success (EMEA) employer: Writer
WRITER is an exceptional employer that fosters a dynamic and inclusive work culture, empowering its employees to drive meaningful change in the customer success landscape. With a focus on professional growth, team collaboration, and innovative strategies, employees benefit from competitive compensation packages, flexible working arrangements, and a commitment to their development through learning stipends. Located in the vibrant heart of San Francisco, WRITER offers a unique opportunity to engage with top-tier clients while being part of a forward-thinking leadership team that values operational excellence and customer-centric innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Vice President of Customer Success (EMEA)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Writer. 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 Writer 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 Vice President of 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 Writer:Your cover letter is your chance to shine! Tell us why you want to work at Writer 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 Writer!
How to prepare for a job interview at Writer
✨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.
