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

About the Role

As Customer Success Manager, you support our clients in gaining maximum value from our cybersecurity awareness platform, focusing on both Enterprise and Mid‑Market segments.

What You Will Do

• Own the success of a portfolio of around 120 Mid‑Market customers with a balanced focus on retention and expansion.
• Launch and structure the Italian and Spanish Mid‑Market segments, building processes and best practices.
• Drive retention at scale by anticipating risks, preventing churn, and ensuring continued value extraction.
• Identify and drive expansion opportunities (upsell and cross‑sell) through deep customer insight.
• Advise customers on optimal product usage to unlock additional value.
• Prepare and lead customer interactions—including onboarding calls, follow‑ups, and business check‑ins—with a pragmatic, outcome‑driven approach.
• Position yourself as a trusted cybersecurity partner, combining product knowledge with an understanding of customer challenges.
• Collaborate with internal teams (Sales, Product, Marketing) to support expansion motions and improve the overall customer experience.
• Collect and share customer feedback and expansion signals to directly influence product evolution and process improvements.
• Help define and improve processes, playbooks, and workflows tailored to the Italian market, focusing on scalability.
• Provide continuous field feedback to shape our go‑to‑market and Customer Success strategy in Italy.

Who You Are

• Native or bilingual Italian speaker, with fluent Spanish and English.
• Based in Paris or willing to relocate.
• Background in Customer Success or Account Management in technology.
• Experienced managing high‑volume portfolios, measured on retention and expansion.

What You Bring

• Strong communication skills adaptable to all audiences.
• Proven ability to identify mutual‑gain opportunities and comfortable negotiating and closing.
• Autonomous and resourceful, capable of finding solutions and necessary information.
• Empathetic, reading client behavior, anticipating needs.

What Drives You

• Passion for product and the value it creates for customers.
• Excitement about building and structuring a new market, motivated by shaping processes from the ground up.
• Curiosity about cybersecurity and genuine motivation by the mission.

Cultural Fit

• Doer, not afraid to get hands dirty and get things done.
• High standards, striving for outstanding performance.
• Enthusiastic, exhibiting passion and excitement over work.

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.

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