Why This Job is Featured on The SaaS Jobs
Enterprise SaaS is increasingly defined by adoption outcomes rather than feature delivery, and this role sits squarely in that shift. Leading customer success for EMEA at an agentic AI platform used by regulated, security-conscious enterprises signals a focus on production deployment, governance, and measurable change. The remit spans regional leadership while staying close to executive stakeholders, reflecting how modern SaaS vendors win by becoming operational infrastructure inside large accounts.
For a SaaS career, the role offers concentrated exposure to the mechanics that drive durable revenue in enterprise subscriptions. Ownership of retention and expansion ties day-to-day execution to the core operating metrics of post-sales, while the mandate to create repeatable playbooks and measurement frameworks builds experience that transfers across enterprise SaaS categories. Working alongside Sales, Product, Marketing, and solutions functions also strengthens the cross-functional fluency expected of senior SaaS operators.
This position best suits a leader who is comfortable switching between strategic design and customer-level problem solving, especially when stakes are high and stakeholders are C-suite. It will appeal to someone motivated by building operating models, coaching managers, and setting regional direction, while maintaining credibility in enterprise transformation conversations. Being London-based also indicates a preference for in-person leadership cadence and regional presence.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
đ About this role
Shape how the worldâs most sophisticated enterprises succeed with AI.
At WRITER, weâre building the agentic AI platform trusted by the worldâs 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, youâll lead the regionâs customer success organization and partner directly with C-suite executives at Fortune 500 and Global 2000 companies to deliver measurable transformationânot proofs of concept, but lasting operational change.
Youâll own retention and growth, scale a world-class team, and define how enterprises measure success in the agentic era. Youâll be a key member of WRITERâs EMEA leadership team and an active voice in the global CS leadership group, shaping strategy, structure, and culture across regions.
This is a builderâs role with global reach - reporting to our CCO and working closely with the GM of EMEA, CEO, CRO to drive WRITERâs next stage of growth.
đŚ¸đťââď¸ 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 segmentsâhiring 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.
âď¸ 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 operations. In 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 âget in to the detailsâ at the customer level to manage escalations and ensure delivery
Based within commuting distance of our London hub.
đŠ 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
