Vice President of Customer Success

Job Description

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. 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 "get in to the details" at the customer level to manage escalations and ensure delivery

What the job involves

• As vice president, customer success, EMEA, you'll lead the region's customer success organization and partner directly with C suite executives at Fortune 500 and Global 2000 companies to deliver measurable transformation-not proofs of concept, but lasting operational change
• You'll own retention and growth, scale a world class team, and define how enterprises measure success in the agentic era
• 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
• This is a builder's role with global reach - reporting to our COO and working closely with the CEO and CRO to drive WRITER's next stage of growth
• 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 segments-hiring 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