You will shape how customers adopt GitLab, grow with our platform, and engage with service offerings that support their goals. Working across Sales, Product, Engineering, Support, Marketing, and Operations, you will help define a clear vision for customer lifecycle programs, paid success plans, and scalable service delivery.

In this role, you will combine strategic thinking with hands-on execution, using customer insights, data, and strong cross-functional partnership to improve outcomes for customers and the business. This is a unique opportunity to influence adoption, retention, expansion, and the overall customer journey at GitLab.

Responsibilities

• Set the vision and strategic plan for the CX Services organisation, with a focus on product adoption, customer outcomes, and business growth.

• Architect and improve the post-sales customer experience by defining scalable lifecycle programs, engagement models, and customer success practices.

• Lead the design, launch, and ongoing iteration of new and existing service offerings, including paid success plan approaches aligned to company goals.

• Define and monitor key performance indicators for customer success/services, using data to evaluate program health and identify areas for improvement.

• Lead and develop a high-performing CX Services Management team across distributed environments, including hiring, coaching, enablement, and performance management.

• Partner closely with Sales leadership on renewal forecasting, account coverage, and growth planning to support retention and expansion.

• Work across Product, Engineering, Support, Marketing, and Operations to align service delivery, resolve escalations, and improve the end-to-end customer experience.

• Manage the commercial and operational aspects of the services portfolio, translating customer needs into practical offerings that deliver measurable value.

Requirements

• Significant experience leading customer success/services teams in SaaS or subscription enterprise software environments, including experience managing managers and global teams.

• Demonstrated success building customer success/services strategies that improve adoption, retention, expansion, and long-term customer value.

• Strong leadership and people management skills, with the ability to recruit, develop, and mentor high-performing teams in a distributed organisation.

• Experience designing or evolving service offerings and customer programs based on customer needs, business priorities, and operational scalability.

• Strong understanding of technical product implementation, adoption strategies, and the software development lifecycle, ideally in DevOps or related environments.

• A data-driven approach to decision-making, with experience defining success metrics, analysing performance, and using insights to guide action.

• Excellent communication and presentation skills, with the ability to influence senior stakeholders and build effective cross-functional partnerships.

• Willingness to travel as needed and comfort working across cultures, geographies, and asynchronous ways of working.

About the Team

The CX Services team at GitLab helps customers achieve meaningful outcomes with our platform after the sale. We focus on adoption, value realisation, service delivery, and long-term customer growth. We work across the customer lifecycle to create consistent experiences, improve engagement models, and develop services that meet the needs of a broad range of customers.

We partner closely with Sales, Support, Product, Engineering, Marketing, and Operations to connect customer goals with the right strategy, resources, and programs. In our globally distributed and asynchronous environment, we value clear communication, strong ownership, and continuous improvement.

Our team is an important part of how GitLab supports customers as they build, secure, and deliver software more effectively.

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The Applied AI team is Mistral's customer-facing technical organization. We work directly with enterprise clients from pre-sales through implementation to deploy cutting-edge AI solutions that deliver measurable business impact.

As a first Evaluation Engineer, you'll design the methodology, build the infrastructure, and define what 'ready for production' means across verticals and use cases. You will design and implement evaluation systems that help our customers understand model performance across their specific use cases, build robust evaluation infrastructure, and work closely with both research and customer-facing teams.

Research builds evals for frontier capabilities but customers don't care about MMLU scores. We need in Applied AI evals and frameworks for customer reality domain-specific, risk-aware, production-grade. The kind that tell you whether your medical summarization model will hallucinate drug interactions, or whether your legal assistant will invent case citations.

This role sits at the intersection of research, engineering, and solutions, you will play a critical cross role in measuring, understanding, and improving the capabilities of our models for our enterprise customers.

Responsibilities

• Design and implement comprehensive evaluation frameworks to measure LLM capabilities across diverse customer use cases, including text generation, reasoning, code, and domain-specific applications

• Build scalable evaluation infrastructure and pipelines that enable rapid, reproducible assessment of model performance

• Develop novel evaluation methodologies to assess emerging capabilities or verticalized use cases (cybersecurity, finance, healthcare, etc.) and enable the Solutions (Deployment Strategist and Applied AI) on these topics

• Create custom evaluation suites tailored to enterprise customers' specific needs, working closely with them to understand their requirements and success criteria

• Collaborate with research teams to translate evaluation insights into model improvements and training decisions

• Partner with product teams to continuously improve our evaluation tooling based on customer feedback

How We Work in Applied AI

• We care about people and outputs

• What matters is what you ship, not the time you spend on it

• Bureaucracy is where urgency goes to vanish. You talk to whoever you need to talk to

• The best idea wins, whether it comes from a principal engineer or someone in their first week

• Always ask why. The best solutions come from deep understanding, not from copying what worked before

• We say what we mean. Feedback is direct, timely, and given because we care

• No politics. Low ego, high standards

• We embrace an unstructured environment and find joy in it

About You

• You are fluent in English

• 3+ years of experience in ML evaluation, benchmarking for LLM or agentic systems

• You have proven experience in AI or machine learning product implementation with APIs, back-end

• You have deep understanding of concepts and algorithms underlying machine learning and LLMs

• You have strong technical coding skills in Python

• You hold strong communication skills with an ability to explain complex technical concepts in simple terms with technical and non-technical audiences

Ideally You Have:

• Contributions to open-source evaluation frameworks (e.g., LM Eval Harness, OpenAI Evals) or published research on LLM evaluation

• Experience as a Customer Engineer, Forward Deployed Engineer, Sales Engineer, Solutions Architect or Technical Product Manager

• Experience with ML frameworks (PyTorch, HuggingFace Transformers)

Benefits

• PTO: The CDI contract will be a 'Forfait 218 jours', corresponding to 25 days of holidays and on average 8 to 10 days of RTT days, and complete autonomy on working hours

• Health: Full health insurance coverage for you and your family

• Transportation: We offer a €600 annual mobility allowance. This package covers 50% of your public transportation costs and includes the Sustainable Mobility Allowance (FMD), encouraging eco-friendly travel options such as cycling or carpooling

• Food: Swile meal vouchers with 10,83€ per worked day, incl 60% offered by company

• Sport: Gymlib - sponsorship by Mistral of a significant part of the monthly fee (depending on the program you chose)

• Parental policy: 4 additional weeks for parents on top of what is offered by the French state

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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 are a global company with teams distributed between France, USA, UK, Germany, and Singapore. Our comprehensive AI platform is designed to meet enterprise needs, whether on-premises or in cloud environments.

About The Job

Mistral AI is seeking a Applied AI Engineer to facilitate the adoption of its products among customers and collaborate with them to address complex technical challenges. The Applied AI Engineer will be an integral part of our Applied AI Engineering team, which is dedicated to driving the successful deployment of Mistral AI products.

Responsibilities

• Onboard customers on our products and APIs, providing guidance on prompting, evaluation, and fine-tuning, and ensuring the best production integration with back-end and front-end interfaces.

• Work on state-of-the-art GenAI applications from consumer products to industrial use cases, driving with our customers a crucial technological transformation.

• Individually help deploy into production use cases with a considerable business impact across various industries.

• Collaborate with our researchers, other AI engineers, product engineers on our most complex customer projects involving complex fine-tuning, state-of-the-art LLM applications, and contributing to our open-source codebases.

• Involved in pre-sales calls to understand potential clients' needs, challenges, and aspirations. Provide technical guidance on our products and explain Mistral technologies to various stakeholders.

About You

• You are fluent in English.

• You hold a PhD / master in AI / data science.

• You have 2+ years as a technical individual contributor (data scientist or software engineer) on AI-based products.

• You have experience in Fine Tuning LLMs, tackling advanced RAG or agentic use cases.

• You have deep understanding of concepts and algorithms underlying machine learning and LLMs.

• You're experienced with building and deploying LLMs or NLP applications.

• You have proven experience in AI or machine learning product implementation with APIs, back-end and front-end interfaces.

• You have strong technical coding skills in Python.

• You have experience with deep learning with Pytorch.

• You have experience with agents framework such as Langchain, vector DBs.

Benefits

• Competitive cash salary and equity

• Health Insurance

• Sport: $90 for gym membership allowance

• Food: $200 monthly allowance for meals (solution might evolve as we grow bigger)

• Transportation: $120/month for public transport or Parking charges reimbursed

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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 are a team passionate about AI and its potential to transform society. Our diverse workforce thrives in competitive environments and is committed to driving innovation.

What you will do

Pre-Sales & Sales Activities:

• Conduct pre-sales calls to understand potential clients' needs, challenges, and aspirations.
• Lead qualification calls to pinpoint prospects who would gain the most from our solutions.
• Collaborate with the sales team to advance the sale pipeline, providing technical expertise and insights where necessary.

Product Implementation & Integration:

• Guide and support customers in deploying our text completion API into their infrastructure.
• Work closely with customers to fine-tune models according to their specific requirements.
• Assist clients in integrating our APIs into their front-end interfaces, ensuring a smooth user experience.
• Regularly liaise with the product and technical teams to relay feedback and suggest improvements.
• Design and develop product features that would meet the need of many customers.

Customer Success & Support:

• Continually ensure that the customer is maximizing the product's potential.
• Provide post-deployment support, addressing any issues or challenges that arise promptly.
• Conduct periodic reviews with customers to ascertain their satisfaction and gather feedback.
• Offer recommendations for product optimisations or new features based on customer feedback.
• Develop these features if needed.

About you

• You hold a degree in a relevant scientific field (e.g., Computer Science, Data Science, Engineering, etc.).
• Passion for AI, with a constant drive to stay updated and ahead of the curve.
• Proven experience in product implementation in AI or machine learning products.
• Strong communication skills with an ability to explain complex technical concepts in simple terms.
• Demonstrated ability to manage projects and lead them to successful completion.
• Proficient in understanding and developing code.
• Familiarity with front-end interfaces and integration processes.
• Ability to work collaboratively in a team environment.

We are looking for adaptable team players who excel in a fast-paced environment and are ready to frequently support pre-sales as well as deployment tasks, contributing to our shared goals and success.

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