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Vice President of Customer Success

Posted 1 hour 6 minutes ago by Deepstreamtech

Permanent

Full Time

Other

London, United Kingdom

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