As Head of Customer Success Management, you will lead the CSM function, ensuring customer satisfaction and retention while collaborating across teams to drive growth.
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
As Mistral AI’s first Head of Customer Success Management (CSM) for EMEA, you will build and lead the CSM function from the ground up.
The scope for this role is EMEA
You will be responsible for managing a portfolio of customers, ensuring they are successful in using our software, and driving customer satisfaction and loyalty. The CSM team will manage the customer lifecycle for all eligible customers, focusing on product usage, post-deployment handoff and ongoing value delivery.
This role is ideal for those who thrive in a fast-paced environment, enjoy solving complex customer challenges, and are passionate about turning customer success into business growth.
What you will do
Customer Success Leadership
• Oversee a portfolio of customers, ensuring they achieve their goals using Mistral’s software.
• Foster strong customer relationships, offering tailored solutions to meet their specific needs.
• Set up new customers for success from day one, ensuring smooth onboarding and adoption.
• Regularly review customer progress, identify issues, and provide proactive solutions.
• Collaborate with Sales to identify upsell and cross-sell opportunities.
• Partner with Product and Engineering to provide customer feedback and influence the product roadmap.
• Create and deliver customer training and education programs.
• Track customer usage and engagement metrics to inform success strategies.
• Address customer churn risks and proactively resolve issues.
• Develop and refine customer success processes and playbooks.
Strategic Initiatives
• Build and deliver Mistral’s CSM Playbook, setting the standard for customer success across the region.
• Recruit, onboard, and lead the first CSM team members.
• Drive customer retention and upsell, contributing to top-line growth.
• Establish the CSM function as a trusted advisor to customers, ensuring they maximize the value of their investment in Mistral.
• Work closely with Support and Product teams to ensure seamless customer support in production, reducing dependency on Solutions.
Cross-Functional Collaboration
• Share customer insights with Product, Sales, and Engineering teams.
• Clear deployment obstacles and accelerate value delivery for customers.
• Strategically guide customers to solutions based on their business objectives.
• Manage the renewal process, including QBRs, expansion opportunities, contract negotiations, and coordination with the product team.
• Develop customer success plans with clear goals, challenges, KPIs, and timelines.
Who you are:
• 10+ years of experience in customer-facing roles, with a focus on team management (ideally building teams from scratch).
• Proven track record in project management for complex, cross-country programs, aligning large stakeholder groups.
• Experience managing customer relationships in sales, consulting, or delivery roles, with KPIs tied to both delivery/CSAT and sales.
• Experience selling or implementing technical products, with the ability to interact with Data and IT teams.
• Strong communication skills, including presenting to large audiences.
• Business acumen: Responsibility for upsell vs. pure retention, with a deep understanding of business problems.
• Technical background: Ideally, able to code in Python; experience with LLM/GenAI is a plus.
• Hands-on, strategic, customer-centric, collaborative, structured, and organized.
• Experience in Cloud, Software, or Tech Consulting (deep AI or management consulting backgrounds are a plus).
• Fluency in English (required).
What we offer :
💰 Competitive cash salary and equity
🥕 Daily lunch vouchers : Swile meal vouchers with 10,83€ per worked day, incl 60% offered by company
🥎 Sport : Enjoy discounted access to gyms and fitness studios through our Wellpass partnership
🚴 Transportation : Monthly contribution to a mobility pass via Betterway
🧑⚕️ Health : Full health insurance for you and your family
🍼 Parental : Generous parental leave policy
🌎 Visa sponsorship
🤝 Coaching: we offer BetterUp coaching on a voluntary basis
Top Skills
Python
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