VP, customer success (EMEA)

📋 Description

• • Lead the EMEA customer success organization, owning retention and growth through ambitious Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) goals tied directly to quantifiable business outcomes for enterprise clients.
• • Build, scale, and develop a high-performing Customer Success Manager (CSM) team across Strategic, Enterprise, and Mid-market segments, including hiring exceptional talent and establishing clear career progression paths.
• • Operationalize a regional customer success model that serves as the global blueprint, designing scalable playbooks, metrics, and governance frameworks for customer onboarding, adoption, and expansion.
• • Cultivate trusted strategic partnerships with CIOs, CMOs, and other C-suite executives at Fortune 500 and Global 2000 companies such as Goldman Sachs, Accenture, and Hilton, positioning WRITER as mission-critical infrastructure for AI-powered work.
• • Collaborate cross-functionally with Sales, Product, Marketing, and Solutions Architecture teams to co-create account-specific strategies that deliver measurable ROI and drive long-term customer value.
• • Champion operational excellence through disciplined forecasting, success planning, and data-driven decision-making, ensuring consistent delivery of enterprise-grade customer outcomes.
• • Represent the voice of the customer at the highest organizational levels, directly influencing product direction, feature prioritization, and innovation based on real-world enterprise adoption patterns.
• • Serve as a key member of WRITER’s EMEA leadership team and an active participant in the global Customer Success leadership group, shaping regional and global strategy, structure, and culture.
• • Report directly to the COO and work closely with the CEO and CRO to align customer success initiatives with the company’s next stage of growth and enterprise AI market expansion.
• • Maintain a hybrid work model based in the London office, balancing strategic leadership with hands-on engagement at the customer level to manage critical escalations and ensure successful AI deployment.
• • Drive adoption and governance of enterprise AI solutions by leveraging deep understanding of ROI frameworks, transformation programs, and the operational impact of agentic AI across business functions.
• • Act as a strategic and hands-on operator capable of toggling between high-level vision and granular execution, coaching teams while also engaging directly with customers to ensure successful outcomes.
• • Lead and influence dotted-line relationships with other post-sales organizations including Engagement Managers, Customer Architects, and Customer Support to ensure seamless customer experiences.
• • Own the end-to-end customer lifecycle from onboarding to expansion, ensuring seamless integration of WRITER’s AI platform into clients’ existing workflows and systems.
• • Set and monitor key performance indicators for customer health, satisfaction, and growth, using data to identify at-risk accounts and uncover expansion opportunities.
• • Establish and maintain a culture of accountability, curiosity, and customer obsession within the EMEA customer success team.
• • Travel as needed to meet with key enterprise clients, attend industry events, and support regional team members across EMEA locations.
• • Stay ahead of emerging trends in enterprise AI, generative LLMs, and digital transformation to continuously evolve the customer success methodology and maintain WRITER’s market leadership.