VP, customer success (EMEA)

About this role

Shape how the worlds most sophisticated enterprises succeed with AI.

At WRITER were building the agentic AI platform trusted by the worlds most regulated and security-conscious organizations. From Goldman Sachs and Salesforce to Accenture and Hilton leading enterprises rely on WRITER to connect their knowledge workflows and people through secure production-grade AI.

As Vice president customer success EMEA youll lead the regions customer success organization and partner directly with C-suite executives at Fortune 500 and Global 2000 companies to deliver measurable transformationnot proofs of concept but lasting operational change.

Youll own retention and growth scale a world-class team and define how enterprises measure success in the agentic era. Youll be a key member of WRITERs EMEA leadership team and an active voice in the global CS leadership group shaping strategy structure and culture across regions.

This is a builders role with global reach - reporting to our CCO and working closely with the GM of EMEA CEO CRO to drive WRITERs next stage of growth.

Your 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 segmentshiring 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.

Is this you

• 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 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

• Based within commuting distance of our London hub.

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:

  • Home office setup cell phone internet

  • 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

Required Experience:

Exec