Enterprise Success Manager, NL (EMEA)

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 an Enterprise Success Manager at Mistral, you own what happens to our most strategic enterprise accounts after the build: you make deployed AI stick in real workflows, keep production ARR healthy, defend renewals, and source the expansion signals Sales closes.

Mistral's Solutions teams create high-value AI use cases with our customers. Your job is to make those investments successful beyond delivery — adopting what has been built, operating it with confidence, measuring its business impact, and scaling value across the organization. You will work with customer sponsors, business teams, IT and security stakeholders, and across Mistral with Solutions, Product, Engineering and Support.

This is not a high-volume, ticket-queue customer success role. Portfolios are small and deep. It calls for a strategic account mindset, the technical judgment to navigate complex deployment environments, and the energy to build the customer success function as Mistral grows.
You will join on one of two tracks (and can move between them):

• Adoption track — embedded in flagship transformations while Solutions is still delivering. You own the adoption and change-management motion around the build: user waves, enablement, champions, training programs, and the measurement that proves value is landing.

• Operational track — you take accounts through a structured handover once Solutions completes delivery, and own the run phase end-to-end: operational health, value realization, renewals, and expansion signals.

In both tracks you operate in close partnership with Solutions: they deliver and hand over; you own post-handover; they re-engage on expansion signals. Occasionally, account teams will also pull you into late-stage pre-sales — authoring the customer training and scale-up plan that gives a buyer confidence in the rollout, a motion already credited in a major European win.

What You Will Do

Own the customer success and value plan

• Build a clear view of each account's objectives, stakeholders, deployed use cases, commitments and risks. Translate it into a shared success plan with owners, milestones and measurable outcomes.

• Establish a practical operating cadence with customer sponsors, business owners, IT and delivery teams. Lead success reviews that make progress, risks, decisions and next steps clear.

• Define a baseline and track the outcomes that matter for each use case: adoption and usage against entitled seats, customer satisfaction, operational health and business impact. Turn the evidence into a clear value narrative.

Make deployment realities part of the success plan

• Understand how each customer's deployment model — on-premises, VPC or serverless — affects the products and use cases they can access, operate and scale. Validate the specifics with the technical teams rather than assuming feature parity or identical operating models.

• Identify the practical implications of deployment choices: security and data requirements, access and integrations, release and upgrade cadence, available features, capacity, observability and support processes. Explain the trade-offs clearly to customer and Mistral stakeholders.

• Translate those constraints into an actionable adoption plan: align enablement and release communications with the version the customer actually runs, account for security approvals and upgrade windows, and agree how to measure usage when telemetry is limited.

• Spot risks early, qualify their impact on adoption, renewal or value, and coordinate the right Solutions, Product, Engineering or Support owners to resolve them. Set clear expectations without making unvalidated technical or roadmap commitments.

Drive adoption, autonomy and sustained value

• Help customer teams move from a delivered use case to regular, effective use. Identify the users, workflows and change-management needs that determine whether it sticks.

• Coordinate onboarding, training, product updates and hands-on enablement with the right Mistral and customer teams. Develop customer champions and train-the-trainer motions so adoption scales beyond direct Mistral involvement.

• Prepare the transition from delivery to run: clarify operational ownership, support and escalation paths, and the resources users need to succeed independently.

• Monitor adoption and customer health, investigate where usage or value is falling short, and lead a coordinated plan to address the causes.

Defend and grow the commercial relationship

• Own the renewal motion for your accounts: know every renewal date, the auto vs non-auto renewal terms, and the risk story behind each one. Run the renewal play early — no surprises at renewal time.

• Track and improve account NRR. Identify new use cases, teams and expansion opportunities, and share them with the account team grounded in demonstrated value.

• Lead business reviews with the account team: value delivered, risks owned, decisions needed, roadmap asks.

Bring the customer voice into Mistral

• Gather and qualify feedback from users, technical teams and sponsors. Distinguish enablement needs from product gaps, deployment constraints and support issues, and route each to the right owner.

• Track important requests and communicate progress and limitations back to the customer, while Product and Engineering retain ownership of product and technical decisions.

Build the company as well as the account

• Create the playbooks, success plans, handover practices and measurement approaches that are missing. Test them with customers, improve them, and make them reusable across accounts.

• Bring structure to ambiguity: identify what needs to happen, make a plan, mobilize the right people and follow through — without waiting for a perfect process or detailed instructions.

• Roughly a fifth of your time is protected, rotating build time for exactly this work; it is part of the job, not extra to it.

What We're Looking For

• 5+ years of experience in customer-facing roles, such as Customer Success, Delivery/Implementation, or Solutions Consulting, ideally in a technical AI or SaaS environment.

• Experience owning outcomes for enterprise customers of technical products or deployed solutions — adoption and commercial outcomes (retention, renewal, expansion), not relationship management or activity reporting.

• Strong technical fluency in enterprise deployment models. You can identify what a deployment type (on-premises, VPC, serverless) means for available features, telemetry, upgrades and security reviews, and you validate specifics with technical teams instead of assuming parity.

• Ability to engage credibly with architects, engineers, IT and security teams, while translating technical trade-offs into clear business implications for executives and users. You know when to bring in a deeper technical expert.

• Strong ownership and builder energy. You have created structure or improved a process in an ambiguous, fast-moving environment and are motivated to build a company, not wait for clear directions.

• Excellent communication, stakeholder management and execution skills. You align teams without formal authority, surface risks early and drive decisions through to completion.

• Analytical and commercially minded: you can define meaningful success metrics, assess customer health, and are comfortable carrying renewal and NRR accountability.

• Fluent English; professional French strongly preferred (a significant share of our enterprise base is French-speaking).

Nice to have

• Experience with AI, machine learning, data platforms or complex enterprise software, including production deployments in regulated or security-sensitive environments.

• Experience working alongside deployment, engineering or professional services teams on custom use cases, and the transition from implementation to ongoing operation.

• Experience building adoption, change-management or customer education programs across large organizations.

• Experience at a forward-deployed, solutions-led company.

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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