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Writer is an enterprise generative AI platform that enables Fortune 500 and Global 2000 companies to build and deploy AI agents grounded in their own data. The company is valued at $1.9B and backed by leading investors including Premji Invest, Radical Ventures, and ICONIQ Growth.
As VP of Customer Success for EMEA, you will lead the region's customer success organization and drive measurable transformation for the world's most sophisticated enterprises. You'll own retention and growth metrics (NRR and GRR), scale a world-class CSM team across Strategic, Enterprise, and Mid-market segments, and define how enterprises measure success in the agentic era. This is a builder's role with global reach, reporting directly to the COO and working closely with the CEO and CRO.
Key responsibilities include:
- Drive industry-leading growth and retention by owning ambitious NRR and GRR goals tied to quantifiable business outcomes
- Lead, scale, and develop a high-performing CSM team across multiple segments, with hiring and career development accountability; maintain dotted-line relationships with other post-sales organizations
- Design and operationalize a regional success model that becomes the global blueprint, including playbooks, metrics, and governance
- Build trusted partnerships with C-suite executives (CIOs, CMOs, business leaders) at major enterprises, positioning Writer as mission-critical infrastructure
- Collaborate cross-functionally with Sales, Product, Marketing, and Solutions Architecture to co-create account strategies delivering measurable ROI
- Champion operational excellence through disciplined forecasting, success planning, and data-driven decision-making
- Represent the customer voice at the highest organizational levels, influencing product direction and innovation
This is a hybrid role based in the London hub. 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.
REQUIREMENTS:
- 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; experience leading Engagement Managers, Customer Architects, and Customer Support either directly or indirectly
- Proven track record building and scaling CS organizations through inflection points (hypergrowth, global expansion, or IPO)
- Fluent in enterprise AI adoption and governance, with strong grasp of ROI frameworks and transformation programs
- 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
- Ability to drive strategy and leadership while also managing customer escalations and ensuring delivery at the detail level
About Writer
AI / Data / Infrastructure; SaaS / Enterprise Software — enterprise generative AI platform for business teams.
