Customer Success, EMEA

As a Customer Success Manager (CSM) at Mistral, you will be responsible for managing a portfolio of enterprise customers, ensuring they achieve their goals using Mistral's solutions. You will serve as the primary point of contact for customers, driving adoption, satisfaction, and long-term success. This role is ideal for those who excel in customer-facing environments, enjoy solving complex challenges, and are passionate about turning customer success into business impact.

Responsibilities

Manage a portfolio of enterprise customers, ensuring they maximize the value of Mistral's AI solutions; Build strong, trusted relationships with key stakeholders, understanding their business objectives and tailoring solutions to meet their needs; Lead customer onboarding, adoption, and ongoing engagement to drive product usage and satisfaction; Monitor customer health metrics, identify risks, and proactively address challenges to prevent churn; Collaborate with Sales to identify upsell and cross-sell opportunities based on customer needs and usage patterns; Partner with Product and Engineering teams to gather customer feedback and influence the product roadmap; Develop and deliver customer training, enablement programs, and best practices to drive adoption; Conduct regular business reviews (QBRs) to align on goals, challenges, and success metrics; Serve as a trusted advisor to customers, guiding them on how to leverage Mistral's AI solutions to achieve their business outcomes; Work closely with Support and Product teams to ensure seamless customer experiences, from deployment to production; Create and execute customer success plans with clear KPIs, timelines, and measurable outcomes; Advocate for customer needs internally, ensuring their voice is heard in product and strategic discussions; Share customer insights with Product, Sales, and Engineering teams to inform product improvements and strategic initiatives; Clear obstacles for customers during deployment and adoption phases, accelerating time-to-value; Support renewal processes, including contract negotiations, expansion discussions, and coordination with internal teams

Requirements

5+ years of experience in customer-facing roles, such as Customer Success, Account Management, or Solutions Consulting, ideally in a technical or SaaS environment; Proven ability to manage enterprise customer relationships, with a focus on driving adoption, satisfaction, and retention; Experience working with technical products, with the ability to engage confidently with Data, IT, and Engineering teams; Strong communication and presentation skills, including the ability to tailor messaging for technical and executive audiences; Business acumen: Ability to identify upsell and expansion opportunities while ensuring customer success; Technical aptitude: Familiarity with AI/ML concepts is a plus; ability to understand and discuss technical requirements is essential; Hands-on, customer-centric, collaborative, and organized, with a passion for solving complex challenges

Nice to have

Familiarity with AI/ML concepts

Benefits

Healthcare coverage; Parental leave; Retirement plans; Relocation support; Wellness programs; Meal and transportation allowances; Other location-specific perks