Senior Customer Success Manager supporting Global Accounts in managing strategic relationships. Focus on client satisfaction and growing business within the advertising industry's verification space.
About the role
- Responsible for driving customer success and retention across EMEA for WRITER's AI platform. Leading a high-performing team and collaborating with C-suite executives for transformative outcomes.
Responsibilities
- 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.
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
- Based within commuting distance of our London hub.
Benefits
- Generous PTO, plus company holidays
- Comprehensive medical and dental insurance
- Paid parental leave for all parents (12 weeks)
- Fertility and family planning support
- Early-detection cancer testing through Galleri
- Competitive pension scheme and company contribution
- Annual work-life stipends for:
- Home office setup, cell phone, internet
- Wellness stipend for gym, massage/chiropractor, personal training, etc.
- Learning and development stipend
- Company-wide off-sites and team off-sites
- Competitive compensation and company stock options
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Customer Engagement Associate at Hikma Pharmaceuticals developing strong relationships with healthcare partners. Responsible for supporting inside sales and ensuring exceptional customer service for the Canadian healthcare landscape.
Customer Success Manager at Eucon optimizing customer use of data - driven solutions and analyzing customer behavior for improved outcomes. Role includes onboarding new clients and developing tailored implementations.
Onboarding Consultant responsible for training and supporting customers using PropertyMe's CRM platform. Helping real estate professionals streamline their workflows and enhance productivity.
Senior Customer Success Manager leading EHR system implementations for Seattle Children’s affiliated clinics. Acting as a strategic point of contact for community providers and internal clinics.
Senior Customer Success Manager driving success for B2B clients through system implementation and customer enablement in Munich. Building long - term relationships and enhancing customer experience.
Energy Customer Success & Portfolio Growth Manager responsible for developing client energy portfolios at VISPIRON. Supporting clients in creating scalable and successful hybrid power plants.
Customer Success Representative assisting customers with tailored guidance and effective solutions in RV rentals. Engage in team collaboration to ensure high - level customer service at roadsurfer.
Customer Success Representative assisting customers with RV rentals and inquiries. Handling booking management, troubleshooting, and ensuring high - level customer satisfaction.
Client Success Manager overseeing a portfolio of restaurant clients, ensuring satisfaction and retention for Rewards Network. Managing account health and communication to improve service value and NPS scores.