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

You will join the Customer Success team. Your main focus will be to support our clients in getting the most value out of our products.

We operate across two client segments: Enterprise and Mid‑Market .

• Enterprise covers companies with more than 2,000 employees and relies on a consultative, relationship‑driven approach with a dedicated portfolio.
• Mid‑Market covers companies with fewer than 2,000 employees and relies on a personalized, relationship‑driven approach with a dedicated portfolio.

Responsibilities

• Own the success of a portfolio of approximately 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.

Qualifications

• You are comfortable managing a high‑volume portfolio and being measured on both retention and expansion outcomes.
• You care immensely about our product and the value it brings to our 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 fluency in French.
• You have advanced communication skills and are talented in adapting to your audience.
• You have a successful track record of finding new opportunities for mutual gains and are at ease in negotiation and closing discussions.
• You are autonomous and driven, knowing how to find solutions to issues and seeking the information you need.
• You are able to step back, analyze your clients’ behaviors, and anticipate their needs.
• You do not need to be an expert on cybersecurity, but you are motivated by the mission.
• You are based in Paris or willing to relocate.

Benefits

• You're a doer; not afraid to get your hands dirty and get things done.
• You maintain high standards, expecting performance to be nothing short of the best.
• You are enthusiastic at heart, exhibiting passion and excitement over work.

This is an on‑site position with up to two days per month of remote 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.