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The Customer Success, EMEA role at Mistral is an on-site position located in Paris.

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Customer Success, EMEA

MistralParis2d ago

About Mistral

At Mistral AI, we believe in the power of AI to simplify tasks, save time, and enhance learning and creativity. Our technology is designed to integrate seamlessly into daily working life.

We democratize AI through high-performance, optimized, open-source and cutting-edge models, products and solutions. Our comprehensive AI platform is designed to meet enterprise needs, whether on-premises or in cloud environments. Our offerings include le Chat, the AI assistant for life and work.

We are a dynamic, collaborative team passionate about AI and its potential to transform society. Our diverse workforce thrives in competitive environments and is committed to driving innovation. Our teams are distributed between France, USA, UK, Germany and Singapore. We are creative, low-ego and team-spirited.

Join us to be part of a pioneering company shaping the future of AI. Together, we can make a meaningful impact. See more about our culture on https://mistral.ai/careers.

Role Summary: Customer Success Manager (CSM), EMEA

As a Customer Success Manager (CSM) at Mistral AI, you will be responsible for managing a portfolio of enterprise customers, ensuring they achieve their goals using Mistral’s AI 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.

What You Will Do

Customer Success Ownership

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.

Strategic Customer Guidance

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.

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 coordination with internal teams.

About You

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.

Why This Role Matters

You will play a pivotal role in shaping Mistral’s customer success strategy, ensuring our solutions deliver measurable impact and drive long-term partnerships. By building the CSM function, you will contribute directly to customer stickiness, top-line growth, and the scalability of our customer support model.