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

Overview

We are a product-first team on a mission to grow cybersecurity culture. We aim to instill cybersecurity good practices in a way that is effective and entertaining. Think Duolingo for cybersecurity. We created a platform to roll out a cybersecurity awareness program: chat-based 4-minute courses for teams, followed by phishing-simulation modules to prepare employees in a safe environment.

Founded in 2020, Riot has raised $45M with leading investors and protects more than 2,000,000 employees in over 2,000 companies worldwide, including Intercom, Deel, and Deezer. Cybersecurity is everywhere and is becoming a top risk for organizations of all sizes. We are on a mission to fix the cybersecurity culture gap.

Role

As a Customer Success Manager, you support our clients in maximizing value from our products. We operate across two client segments: Enterprise and Mid-Market .

Responsibilities

• 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 needs evolve.
• Prepare and lead customer interactions (onboarding calls, follow-ups, business check-ins) with a pragmatic, 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.

Qualifications

• You are comfortable managing a high-volume portfolio and both retention and expansion outcomes.
• You care about the product and the value it brings to customers.
• You have prior experience in a similar function such as Customer Success or Account Management within the tech industry.
• You have full professional proficiency in English and native-level French.
• You have advanced communication skills and are adept at adapting to diverse audiences.
• You have a successful track record of identifying new opportunities for mutual gains and are at ease in negotiation and closing discussions.
• You are autonomous, driven, and know how to find solutions and information you need.
• You can empathize with customers, analyze behaviors, and anticipate their needs.
• You don’t need to be an cybersecurity expert, but you should be motivated by the mission.
• You’re based in Paris or willing to relocate.
• You are a doer with high standards and a strong work ethic.
• You are enthusiastic and passionate about your work.

Location & Benefits

Join a financially healthy company with strong capital efficiency. This is an on-site position with up to 2 days per month of remote work. Staff enjoy a collaborative team environment and a modern office in the heart of Paris, Canal Saint Martin.

Interview Process

• Screening interview with our TAM (30 min)
• Manager interview with Melanie, VP Success (45 min)
• Onsite case study with Melanie, VP Success and a CSM MM team member (1h)
• Meet Ben, our Founder! (30 min)

Our Commitment

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

Please note that this is an on-site position with up to 2 days per month of remote work.