Customer Success Manager (CSM) Expansion Mid-Market - France

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 roll out a cybersecurity awareness program: the platform sends chat‑based 4‑minute 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) worldwide.

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.

Role Overview

As Customer Success Manager, you support our clients in getting the most value out of our products.

We operate across two client segments:

• 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.
• 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.

Who you are

• Comfortable managing a high‑volume portfolio and being measured on both retention and expansion outcomes.
• Deeply care about our product and the value it brings to our customers.
• Previous experience in a similar function such as Customer Success or Account Management within the tech industry.
• Full professional proficiency in English and native proficiency in French.
• Advanced communication skills and talent in adapting to your audience.
• Successful track record of finding new opportunities for mutual gains and at ease in negotiation and closing discussions.
• Autonomous and driven, able to find solutions to a given issue and seek necessary information.
• Empathetic, able to analyze client behaviors and anticipate their needs.
• Motivated by the mission; no need to be a cybersecurity expert.
• Based in Paris or willing to relocate.

Cultural fit

• Doer – not afraid to get hands dirty and get things done.
• High standards – expect performance to be nothing short of the best.
• Enthusiastic at heart – exhibit passion and excitement over work.

Benefits

• Healthy, financially strong company with high capital efficiency.
• Fast‑growing startup with clear business goals; revenue to triple and plan to grow from €20M to €40M ARR in 2026.
• Modern, collaborative office in heart of Paris (Canal Saint Martin); on‑site position with up to 2 days per month remote work.
• Competitive salary: 80% base salary, 20% commission, plus stock package.

Diversity and inclusion

At RIOT, we believe that diversity drives innovation and inclusion fosters belonging. We are committed to building a team that reflects a wide range of perspectives, backgrounds, and experiences. We welcome candidates from all walks of life and are dedicated to creating an environment where everyone feels valued, respected, and empowered to thrive.

Recruitment

We may use AI tools to support parts of the hiring process, but all final hiring decisions are made by people. If you would like more information about how your data is processed, feel free to reach out to us.