VP, customer success (EMEA)

Writer
London
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 15+ yearsSkills: ["Executive communication","Leadership","Coaching","Strategic planning","Data-driven decision-making"]

Lead Writer’s EMEA customer success organization, partnering with C-suite leaders to drive measurable enterprise transformation through agentic AI adoption. Own retention and growth goals, scale and develop a multi-segment CSM team, and create a regional success model that becomes the global blueprint. Collaborate cross-functionally with Sales, Product, Marketing, and Solutions to shape account strategies, influence product direction, and ensure operational excellence through forecasting and data-driven decision-making.

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FursaFursa
Writer
Writer
16 hours ago

VP, customer success (EMEA)

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Last checked: 8 hours agoStatus: Live
Reposted: similar role first listed 10 months ago

Job Summary

Lead Writer’s EMEA customer success organization, partnering with C-suite leaders to drive measurable enterprise transformation through agentic AI adoption. Own retention and growth goals, scale and develop a multi-segment CSM team, and create a regional success model that becomes the global blueprint. Collaborate cross-functionally with Sales, Product, Marketing, and Solutions to shape account strategies, influence product direction, and ensure operational excellence through forecasting and data-driven decision-making.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Own ambitious retention and growth goals (NRR and GRR) and tie expansion to quantifiable business outcomes.
  • •Lead, scale, and develop a high-performing CSM organization across Strategic, Enterprise, and Mid-market segments, including hiring and career path development.
  • •Design and operationalize a regional success model (playbooks, metrics, governance) to serve as the global blueprint.
  • •Build trusted partnerships with CIOs, CMOs, and business leaders to position Writer as mission-critical infrastructure.
  • •Drive operational excellence via forecasting, success planning, data-driven decision-making, and represent the voice of the customer at the highest levels.

Pay and Benefits

Perks:Paid LeaveHealth InsuranceDentalParental LeavePensionEquityLearning BudgetWellness Stipend

Key Requirements

  • •15+ years in enterprise SaaS or transformation-driven technology, with deep experience leading Fortune 500/Global 2000 relationships.
  • •7+ years in senior customer success or post-sales leadership, ideally across multi-country EMEA operations.
  • •Proven experience building and scaling customer success organizations through major business inflection points (e.g., hypergrowth, global expansion, IPO).
  • •Fluent in enterprise AI adoption and governance, with a strong grasp of ROI frameworks and transformation programs.
  • •Strategic, hands-on leadership with executive presence to influence C-suite stakeholders and coach leaders across levels.
Experience:15+ yearsEnterprise SaaSTransformationEnterprise AIFortune 500EMEA operations
Skills:Executive communicationLeadershipCoachingStrategic planningData-driven decision-making

Company Brief

Writer
Provides an AI writing platform for enterprises that helps teams create on-brand, high-quality content at scale using customizable style guides, real-time suggestions, and governance controls.
Industry: AI & Machine Learning
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Funding: Series B
Headquarters: New York, United States
Founded: 2019
WebsiteLinkedIn