Customer Success, EMEA
Job description
Customer Success Manager at Mistral responsible for managing a portfolio of enterprise customers and ensuring they achieve their goals using Mistral's AI solutions. The role drives adoption, satisfaction, and long-term success as the primary point of contact for customers.
At a glance
- Work mode
- Remote
What you'll do
- 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.
What we're looking for
- 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: 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 is a plus.
Benefits
Comprehensive benefits package designed to support well-being, growth, and work-life balance; benefits vary by country and may include healthcare coverage, parental leave, retirement plans, relocation support, wellness programs, meal and transportation allowances, and other location-specific perks.
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About Mistral.ai
Full-stack AI solutions
Mistral provides full-stack AI solutions: from frontier models to developer tools, applications, and compute. We partner with enterprises tackling the hardest problems across high-stakes industries like finance, manufacturing, defense, healthcare, and the public sector, co-creating customized AI systems that they can run on their terms.
Key facts
- Teams are distributed between Europe, North America, Asia and the Middle East.
- Partners with enterprises across finance, manufacturing, defense, healthcare, and the public sector.
What they value
- Creative
- Low-ego
- Team-spirited