# VP, Customer Success, EMEA

**Company:** [Writer](https://hotfix.jobs/companies/writer)
**Location:** London, United Kingdom
**Role:** Customer Success
**Experience:** 15+ years
**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
**Posted:** 2026-07-30

> 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.

## Job Description

## 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.

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