Customer Success, North America

Mistral•New York, NY

About The Position

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.

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 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.

Nice To Haves

Familiarity with AI/ML concepts

Responsibilities

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.