Customer Success, EMEA

Mistral AI; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Healthcare coverage

Relocation support

Wellness program

Job summary

Mistral AI is seeking a Customer Success Manager to lead a portfolio of enterprise customers and ensure they derive maximum value from our AI solutions. You will serve as the main point of contact, build strong relationships, and drive adoption and renewal across complex environments.

You will coordinate with Sales, Support, Product and Engineering to align on outcomes, gather feedback, and deliver effective trainings.

Qualifications

• 5+ years in customer-facing roles such as CS, AM, or solutions consulting.
• Proven ability to manage enterprise relationships and drive retention.
• Experience with technical products and cross-functional collaboration.
• Strong communication and executive presentation skills.
• Ability to identify upsell opportunities while ensuring customer success.
• Familiarity with AI/ML concepts is a plus and beneficial.

Responsibilities

• Own a portfolio of enterprise customers to maximize value from Mistral’s solutions.
• Build trusted relationships with stakeholders and tailor solutions.
• Lead onboarding, adoption, and ongoing engagement for product usage.
• Monitor health metrics, address risks, and reduce churn.
• Collaborate with Sales on upsell and expansion opportunities.
• Gather feedback with Product/Engineering to influence roadmap.
• Deliver training and enablement programs to drive adoption.
• Conduct regular business reviews aligning goals and KPIs.

Skills

Customer Success

Account Management

Solutions Consulting

Enterprise Relationships

SaaS

Communication Skills

Business Acumen

Technical Aptitude

Job description

About Mistral

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.

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 Europe, North America, Asia and the Middle East. We are creative, low-ego and team-spirited.

The Role

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.

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.

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: 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.

What We Offer

We offer a comprehensive benefits package designed to support your 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.

For the most up-to-date details on benefits available in your location, please refer to our Benefits page.

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