Customer Success Manager Expansion (CSM) Mid-Market - Italy & Spain

Paris Customer Success / Permanent / On-site

We're a product-first team on a mission to help grow the cybersecurity culture 🔐

We want to instill cybersecurity good practices to employees in a way that's actually effective, and entertaining enough so that employees don't feel like they're working. Think Duolingo but for cybersecurity. We created a platform to easily rollout a cybersecurity awareness program: the platform sends chat-based 4-minutes long courses to teams. Following the courses, the other side of the platform simulates phishing attacks, to prepare employees to face hackers, but in a safe environment. Created in 2020, Riot has raised $45m with leading investors (Y Combinator, Left Lane, Base10, Funders Club and First Capital) and is now protecting more than 2,000,000 employees in over 2,000 companies (including Intercom, Deel, and Deezer) all over the world. Cybersecurity is everywhere. It's impacting everyone, everyday, and it's becoming the number one risk to any organization, whether it's a small business or a big firm. Yet, the cybersecurity culture in most companies is a disaster. Hackers are leveraging this by targeting the weakest link: the employees. We're on a mission to fix that. As Customer Success Manager, you support our clients in getting the most value out of our products. We operate across 2 client segments: Enterprise and Mid-Market.

• Enterprise covers companies with more than 5,000 employees and relies on a more consultative/personalized, relationship-driven approach with a dedicated portfolio.
• Mid-Market covers companies with less than 5,000 employees and relies on a more personalized, relationship-driven approach with a dedicated portfolio.

What you will do 🤝

• Own the success of a portfolio of ~120 Mid-Market customers, with a balanced focus on retention and expansion.
• Play a key role in launching and structuring the Italian Mid-Market segment, in a context where processes and best practices are still being built.
• Drive retention at scale by anticipating risks, preventing churn, and ensuring customers continuously extract value from our product and modules.
• Actively identify and drive expansion opportunities (upsell and cross-sell) within your portfolio by deeply understanding customer needs and use cases.
• Advise customers on best product usage, helping them unlock additional value as their needs evolve.
• Prepare and lead customer interactions (onboarding calls, follow-ups, business check-ins), with a pragmatic and outcome-driven approach.
• Position yourself as a trusted cybersecurity partner, combining product knowledge with a strong understanding of customer challenges.
• Work closely with internal teams (Sales, Product, Marketing) to support expansion motions and improve the overall customer experience.
• Collect and share customer feedback and expansion signals, contributing directly to product evolution and process improvements.
• Help define and improve processes...playbooks...workflows tailored to the Italian market...focus on scalability.
• Provide continuous feedback from the field, contributing to structuration of go-to-market & Customer Success strategy.

Who you are 🪪

Who you are

• Native Italian speaker; also speak Spanish & English fluently
• Based in Paris or willing to relocate
• Background in Customer Success or Account Management in tech
• Experienced managing high-volume portfolios measured on retention & expansion

What you bring

• Sharp communicator adaptable to any audience
• Proven at identifying opportunities for mutual gains; comfortable negotiating & closing
• Autonomous & resourceful; knows how to find solutions & info needed
• Empathetic; reads client behavior & anticipates needs

What drives you

• Passionate about product value for customers
• Excited about building/structuring new market; motivated by shaping processes from ground up
• Curious about cybersecurity; motivated by mission

It will be cultural fit if 🫂

• You're a doer: not afraid to get hands dirty & get things done
• You have high standards: expect performance nothing short of best
• Enthusiastic at heart: passion & excitement over work

Why join us at Riot 💜

• Healthy-financial company; financially strong & capital-efficient; fundraising fuels momentum for scaling/growth opportunities
• Fast-growing startup w/ strong vision & ambitions; tripled revenue past three years; plan €20M→€40M ARR in 2026.
• Collaborative team energy; modern cozy office heart of Paris: Canal Saint Martin

Recruitment process 🎙️

1. Screening interview w/ TAM (30 min)
2. Manager interview w/ Melanie VP Success (45 min)

3. Onsite case study w/ Melanie VP Customer Success + CSM MM team member (1h)

1. Meet Ben Founder! (30 min)

€55K - €66K/year total package (80% base salary +20% commissions); competitive stock package. At RIOT we believe diversity drives innovation & inclusion fosters belonging... Please note this is an on-site position w/ up to two days/month remote work. We may use AI tools during hiring process but final decisions made by humans.