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Mistral is a full-stack AI company providing frontier models, developer tools, applications, and compute infrastructure. They partner with enterprises across finance, manufacturing, defense, healthcare, and the public sector to co-create customized AI systems.
As a Customer Success Manager (CSM) for EMEA, you will manage a portfolio of enterprise customers, serving as their primary point of contact to drive adoption, satisfaction, and long-term success with Mistral's AI solutions.
Key Responsibilities:
Customer Success Ownership: Manage enterprise customer portfolios, ensuring they maximize value from Mistral's solutions. Build trusted relationships with key stakeholders, understanding their business objectives and tailoring solutions accordingly. 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. 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. Conduct regular business reviews (QBRs) to align on goals, challenges, and success metrics.
Strategic Customer Guidance: Serve as a trusted advisor, guiding customers on leveraging Mistral's AI solutions to achieve 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.
Cross-Functional Collaboration: 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 internal coordination.
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 focus on driving adoption, satisfaction, and retention
- Experience working with technical products and ability to engage confidently with Data, IT, and Engineering teams
- Strong communication and presentation skills, including 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 approach with passion for solving complex challenges
