Customer Success

Who you are

• 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 the job involves

• 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
• 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

Benefits

• Competitive bonus structure
• Equity
• Opportunities for professional growth and development