VP, customer success (EMEA)
HybridLondon, England, United Kingdom
Job Summary
Drive industry-leading growth and retention by owning ambitious NRR and GRR goals, tying expansion to quantifiable business outcomes. Lead, scale, and develop a high-performing CSM team across Strategic, Enterprise, and Mid-market segments, while designing a regional success model that serves as the global blueprint. Build trusted partnerships with CIOs and CMOs at Fortune 500 companies to position WRITER as mission-critical infrastructure, collaborating cross-functionally to co-create account strategies that deliver measurable ROI. Represent the customer voice at the highest levels to influence product direction and champion operational excellence through disciplined forecasting and data-driven decision-making. This hybrid role is based out of the London hub, reporting to the COO and working closely with the CEO and CRO to define how enterprises measure success in the agentic era.
Required Qualifications
- 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
Desired Qualifications
- In addition to CS management, ideally have also led Engagement managers, Customer architects, and Customer support either directly or indirectly
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