Senior AI Customer Services

As part of LightOn’s Customer Services & Solutions team, you will support customers across the full value chain: from understanding business needs and identifying relevant use cases to solution design, deployment, adoption and long-term value creation.

The role sits at the intersection of consulting, technology, delivery and customer success. You will work closely with customers, Forward Deployed Engineers, Product, Engineering and Sales teams to turn complex business requirements into concrete Generative AI solutions.

This is a highly autonomous role in a fast-moving environment where priorities evolve quickly, decisions are made rapidly and Generative AI capabilities change almost every week. Curiosity, adaptability and the ability to make pragmatic decisions with incomplete information are essential.

Key responsibilities

Customer advisory & use-case design

• Understand customer business, technical and organizational challenges.

• Run workshops to identify, challenge and prioritize Generative AI use cases.

• Translate business needs into clear functional and technical requirements.

• Advise customers on the best approach: RAG, agents, workflows, multimodal capabilities or custom solutions.

Complex project delivery

• Own customer projects end-to-end: scope, roadmap, governance, risks, stakeholders and delivery.

• Coordinate Customer, Product, Engineering, FDE and infrastructure teams.

• Operate autonomously in demanding enterprise environments with strong security, infrastructure and governance constraints.

• Ensure projects move from experimentation to production and measurable business value.

Generative AI & RAG solutions

• Help design and optimize Retrieval-Augmented Generation architectures, including knowledge bases, data sources, parsing, embeddings, retrieval strategies and model selection.

• Understand the trade-offs between models, RAG architectures, agents and custom workflows.

• Identify the origin of quality issues and work with technical teams on improvements.

• Support customers on topics such as evaluation, hallucination reduction, security, data governance and scalability.

• Contribute to the specification of customer-specific integrations and developments.

Adoption & Customer Success

• Define usage, adoption and value KPIs.

• Drive training, change management and user feedback loops.

• Analyse usage and recommend improvements to solutions and knowledge bases.

• Act as a trusted advisor throughout the customer lifecycle.

Services & business development

• Deliver consulting engagements around Generative AI strategy, use-case prioritization, governance and transformation.

• Identify opportunities to expand existing customer engagements through new use cases, users, solutions or professional services.

• Contribute to the continuous improvement of our methodologies, service offerings and delivery standards.

We are looking for someone with a strong combination of consulting mindset, technology understanding, project leadership and business acumen.

You should have:

• 5+ years of experience in consulting, professional services, technology delivery, Customer Success or similar environments.

• Proven experience independently leading complex technology projects with demanding customers and multiple stakeholders.

• Strong exposure to enterprise customers and senior decision-makers.

• A solid understanding of Generative AI and the ability to discuss topics such as LLMs, RAG, embeddings, vector databases, agents, APIs, multimodality and AI evaluation.

• The ability to understand technical architectures without necessarily being a software engineer.

• Strong analytical, communication and workshop facilitation skills.

• A pragmatic and business-oriented mindset, with a strong focus on delivering measurable customer value.

• The ability to operate effectively in an environment where technology, products and priorities evolve extremely quickly.

Experience in consulting, B2B SaaS, enterprise software, AI or high-growth technology companies is particularly relevant.

What to expect

This is not a traditional Customer Success role. You will have significant ownership over customer projects and will regularly move between strategy, consulting, solution design, technical coordination and adoption.

The position currently has no direct management responsibility, but Customer Services & Solutions is expected to grow significantly, creating new opportunities as the team develops.

💡 Why Join Us?

• Be at the heart of a high-impact mission: enabling sovereign, privacy-first AI for enterprises and public institutions.

• Play a key role in how we scale and support a growing customer base.

• Join a passionate, expert team at the forefront of AI innovation in Europe.

• Flexible working conditions and a collaborative, learning-focused environment.

1- Meeting with Head of CSS
2- Meeting use case
“- Meeting HR