VP, Customer Success, EMEA
Leads WRITER’s EMEA customer success organization, owning retention, expansion, executive relationships, and regional operating strategy. The role requires extensive enterprise SaaS experience, senior post-sales leadership, and expertise in AI adoption and transformation programs.
About the job
Responsibilities
- Own ambitious net revenue retention (NRR) and gross revenue retention (GRR) goals, tying expansion to measurable business outcomes.
- Lead, scale, and develop a high-performing customer success team across Strategic, Enterprise, and Mid-market segments.
- Hire exceptional talent and build clear career paths, with dotted-line responsibility for other post-sales organizations.
- Design and operationalize a regional success model covering playbooks, metrics, and governance.
- Build trusted partnerships with CIOs, CMOs, and other business leaders at Fortune 500 and Global 2000 companies.
- Collaborate with Sales, Product, Marketing, and Solutions Architecture on account strategies and measurable ROI.
- Drive operational excellence through forecasting, success planning, and data-driven decision-making.
- Represent the customer voice at senior levels and influence product direction and innovation.
- Manage customer escalations and ensure delivery through hands-on engagement when needed.
Requirements
- 15+ years of experience in enterprise SaaS or transformation-driven technology.
- 7+ years of senior customer success or post-sales leadership experience, ideally across multi-country EMEA operations.
- Experience leading Engagement Managers, Customer Architects, and Customer Support organizations directly or indirectly is preferred.
- Proven success building and scaling customer success organizations through hypergrowth, global expansion, or an IPO.
- Fluency in enterprise AI adoption and governance, including ROI frameworks and transformation programs.
- Strategic and hands-on operating style, with the ability to move between vision and detailed execution.
- Executive presence and credibility with C-suite stakeholders, along with the ability to coach employees at every level.
- Willingness to drive strategy, lead operational detail, and engage directly with customers.
Benefits
- Generous paid time off and company holidays.
- Comprehensive medical and dental insurance.
- 16 weeks of paid parental leave for all parents.
- Fertility and family planning support.
- Early-detection cancer testing.
- Competitive pension scheme and company contribution.
- Wellness, learning and development, and annual work-life stipends.
- Company-wide and team off-sites.
- Competitive compensation and company stock options.
Skills
Enterprise Saas, Customer Success, Net Revenue Retention, Gross Revenue Retention, Enterprise Ai, Ai Governance, Roi Frameworks, Transformation Programs, Forecasting, Success Planning, Data Analysis, Solutions Architecture
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