VP, customer success (EMEA)

🚀 About WRITERWRITER is where the world’s leading enterprises orchestrate AI-powered work. Our vision is to expand human capacity through superintelligence. And 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 roleShape 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 doDrive industry leading growth and retention by owning ambitious NRR and GRR goals, tying every expansion to quantifiable business outcomesLead, 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 organizationsDesign and operationalize a regional success model that becomes the global blueprint - playbooks, metrics, and governance that scaleBuild trusted partnerships with CIOs, CMOs, and business leaders at companies like Goldman Sachs, Accenture, and Hilton, positioning WRITER as mission-critical infrastructureCollaborate cross-functionally with Sales, Product, Marketing, and Solutions architecture to co-create account strategies that deliver measurable ROIChampion operational excellence through disciplined forecasting, success planning, and data-driven decision-makingRepresent the voice of the customer at the highest levels, influencing product direction and innovation ⭐️ What you need15+ years in enterprise SaaS or transformation-driven technology with deep experience leading Fortune 500/Global 2000 relationships7+ 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 indirectlyProven record-building and scaling CS organizations through inflection points - hypergrowth, global expansion, or IPOFluent in enterprise AI adoption and governance, with a strong grasp of ROI frameworks and transformation programsA strategic and hands-on operator-able to alternate between vision and precision executionExecutive presence and credibility to influence at C-suite level and coach at every levelEnthusiasm 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 insurancePaid parental leave for all parents (16 weeks)Fertility and family planning supportEarly-detection cancer testing through GalleriCompetitive pension scheme and company contributionAnnual work-life stipends for:Wellness stipend for gym, massage/chiropractor, personal training, etc.Learning and development stipendCompany-wide off-sites and team off-sitesCompetitive compensation and company stock optionsFind Jobs in United Kingdom on Arbeitnow