Head, Customer Success Management (CSM) - EMEA

Mistral AI•Paris, TX

35d

About The Position

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. 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.

Requirements

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).

Responsibilities

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.
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.
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.

Benefits

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
ï¸ 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

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