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

Overview

We are a product-first team on a mission to grow cybersecurity culture. We aim to deliver cybersecurity awareness in an engaging, effective way, with a platform that delivers chat-based 4-minute courses and simulates phishing to prepare employees in a safe environment. Since 2020, Riot has raised $45m from investors and protects more than 2,000,000 employees in over 2,000 companies worldwide.

Cybersecurity is a daily priority for organizations of all sizes, and we are focused on changing the security culture across teams by empowering employees with practical knowledge and behavior change.

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 by combining product knowledge with an 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 to product evolution and process improvements.
• Help define and improve processes, playbooks, and workflows tailored to the Italian market with a focus on scalability.
• Provide continuous feedback from the field to support the go-to-market and Customer Success strategy in Italy.

Who you are

• Native Italian speaker; fluent in English.
• Based in Paris or willing to relocate.
• Background in Customer Success or Account Management in tech.
• Experience managing high-volume portfolios with retention and expansion metrics.

What you bring

• Sharp communicator who adapts to any audience.
• Proven ability to identify opportunities for mutual gains, comfortable in negotiation and closing.
• Autonomous and resourceful: you know how to find solutions and the information you need.
• Empathetic by nature: you read client behavior, take a step back, and anticipate needs.

What drives you

• Passionate about product and the value it creates for customers.
• Excited to build and structure a new market, motivated by shaping processes from the ground up.
• Curious about cybersecurity and genuinely motivated by the mission.
• Doer mindset: not afraid to get your hands dirty and get things done.
• High standards: expect performance to be nothing short of the best.
• Enthusiastic at heart: show passion and excitement over work.
• Join a healthy-financial company: financially strong and capital-efficient, with fundraising fueling momentum for growth.
• Contribute to a fast-growing startup with a clear vision and ambitious goals; tripled revenue over the past three years and a plan to grow from €20M to €40M ARR in 2026.
• Experience the energy of a collaborative team in a modern, cozy office in the heart of Paris ( Canal Saint Martin ).

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