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

Overview

Riot is a product‑first team building a cybersecurity awareness platform that delivers short, chat‑based courses and simulates phishing attacks to help employees recognize threats. Founded in 2020, it serves more than 2 million employees across 2 000 companies worldwide.

Your role is in Customer Success, supporting both Enterprise and Mid‑Market clients to maximise value from our products.

Client Segments

• Enterprise: companies with more than 2 000 employees, requiring a consultative, relationship‑driven approach.
• Mid‑Market: companies with less than 2 000 employees, also relationship‑driven but tailored to their scale.

Responsibilities

• Own success of a portfolio of roughly 120 Mid‑Market customers, focusing on retention and expansion.
• Launch and structure the Italian Mid‑Market segment, building processes and best practices.
• Drive retention by anticipating risks, preventing churn, and ensuring continuous value extraction.
• Identify and pursue expansion opportunities (upsell, cross‑sell) within your portfolio.
• Advise customers on product usage to unlock additional value as needs evolve.
• Prepare and lead customer interactions, including onboarding calls, follow‑ups, and business check‑ins.
• Serve as a trusted cybersecurity partner, combining product knowledge with customer insights.
• Collaborate with Sales, Product, and Marketing to support expansion motions and enhance customer experience.
• Collect and share customer feedback and expansion signals to shape product evolution and process improvements.
• Define and refine processes, playbooks, and workflows for the Italian market, emphasizing scalability.
• Provide continuous field feedback to inform go‑to‑market and Customer Success strategy in Italy.

Qualifications – Who you are

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

Qualifications – What you bring

• Effective communicator who adapts to any audience.
• Proven at identifying opportunities for mutual gains and comfortable with negotiation and closing.
• Autonomous and resourceful, able to find solutions and gather needed information.
• Empathetic, reading client behavior and anticipating needs.

Qualifications – What drives you

• Passionate about product and the value it delivers to customers.
• Motivated by building and structuring a new market, shaping processes from the ground up.
• Curious about cybersecurity and genuinely motivated by the mission.

Benefits

• Competitive compensation and equity in a financially healthy, high‑growth company.
• Opportunity to contribute to a fast‑growing startup with clear business goals.
• Modern, collaborative office in the heart of Paris; up to 2 days per month remote.

Culture Fit

• Doer: not afraid to get hands dirty and deliver results.
• High standards: expect performance of the best quality.
• Enthusiastic at heart: exhibit passion and excitement over work.

EEO Statement

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.