Why This Job is Featured on The SaaS Jobs
This VP, Customer Success (EMEA) role stands out in the enterprise SaaS segment where adoption is won or lost after the contract is signed. WRITER operates in the generative AI platform category, which typically brings heightened scrutiny around governance, measurable outcomes, and cross-functional stakeholder alignment. Leading success across EMEA in that context signals work at the intersection of product capability, enterprise change management, and commercial retention.
From a SaaS career perspective, the position offers a view into how post-sales strategy is built when customers expect transformation rather than feature delivery. Ownership of retention and expansion metrics, plus responsibility for playbooks and operating cadence, maps closely to how mature SaaS businesses scale predictable revenue. The remit also implies regular collaboration with Sales and Product, a common pathway for senior CS leaders who want broader influence on roadmap, packaging, and go-to-market motion.
The role fits a seasoned operator who is comfortable switching between executive-level customer engagement and internal systems building. It is well suited to someone who prefers clear accountability, uses data to drive decisions, and values regional leadership scope while staying connected to frontline customer realities.
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 WRITER
WRITER is where the worldâs leading enterprises orchestrate AI-powered work. Our vision is to expand human capacity through superintelligence. And weâre proving itâs possible â through powerful, trustworthy AI that unites IT and business teams together to unlock enterprise-wide transformation. With WRITERâs end-to-end platform, hundreds of companies like Mars, Marriott, Uber, and Vanguard are building and deploying AI agents that are grounded in their companyâs data and fueled by WRITERâs 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, Austin, Chicago, and London, our team thinks big and moves fast, and weâre looking for smart, hardworking builders and scalers to join us on our journey to create a better future of work with AI.
đ About the role
Shape how the worldâs most sophisticated enterprises succeed with 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. This is a hybrid role based out of our London hub.
đŚ¸đťââď¸ What youâll do
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¸ What you need
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
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:
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
