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

We're a product‑first team on a mission to help grow the cybersecurity culture

We want to instill cybersecurity good practices to employees in a way that's actually effective, and entertaining enough so that employees don't feel like they're working. Think Duolingo but for cybersecurity.

We created a platform to easily roll‑out a cybersecurity awareness program: the platform sends chat‑based 4‑minute long courses to teams. Following the courses, the other side of the platform simulates phishing attacks to prepare employees to face hackers, but in a safe environment.

Founded in 2020, Riot has raised $45m with leading investors and is protecting more than 2,000,000 employees in over 2,000 companies worldwide.

Cybersecurity is everywhere. It's impacting everyone, everyday, and it's becoming the number one risk to any organization, whether it's a small business or a big firm. Yet, the cybersecurity culture in most companies is a disaster. Hackers are leveraging this by targeting the weakest link: the employees. We're on a mission to fix that.

Role Overview – Customer Success Manager

As Customer Success Manager, you support our clients in getting the most value out of our products.

How We Operate

• Enterprise : companies with more than 5,000 employees relying on a consultative, relationship‑driven approach with a dedicated portfolio.
• Mid‑Market : companies with less than 5,000 employees relying on a personalized, relationship‑driven approach with a dedicated portfolio.

What You Will Do

• Own the success of a portfolio of 120 Mid‑Market customers, balancing retention and expansion.
• Play a key role in launching and structuring the Italian Mid‑Market segment.
• Drive retention at scale by anticipating risks, preventing churn, and ensuring continuous value extraction.
• Identify and drive expansion opportunities (upsell and cross‑sell) within your portfolio.
• Advise customers on best product usage to unlock additional value as their needs evolve.
• Prepare and lead customer interactions (onboarding calls, follow‑ups, business check‑ins) with an outcome‑driven approach.
• Position yourself as a trusted cybersecurity partner, combining product knowledge with strong customer understanding.
• Work closely with internal teams (Sales, Product, Marketing) to support expansion motions and improve the customer experience.
• Collect and share customer feedback and expansion signals, contributing directly to product evolution and process improvements.
• Help define and improve processes, playbooks, and workflows tailored to the Italian market focusing on scalability.
• Provide continuous feedback from the field, contributing to our go‑to‑market and Customer Success strategy in Italy.

Who You Are

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

What You Bring

• Sharp communicator who adapts to any audience.
• Proven at identifying opportunities for mutual gains, comfortable in negotiation and closing.
• Autonomous and resourceful: you find solutions and information you need.
• Empathetic by nature: you read client behaviour, 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.

It Will Be a Cultural Fit If

• You're a doer: not afraid to get your hands dirty and get things done.
• You have high standards: expect performance to be nothing short of the best.
• You are enthusiastic at heart: exhibit passion and excitement over work.

Why Join Us

• We’re a healthy‑financial company, financially strong and capital‑efficient.
• Contribute to a fast‑growing startup with a strong vision, having tripled revenue over the past three years and planning to grow from €20M to €40M ARR in 2026.
• Experience the energy of a collaborative team in our modern co‑office in the heart of Paris: Canal Saint Martin.

Benefits

We offer an attractive remuneration package with 80% base salary and 20% on commissions, and a competitive stock package.

This is an on‑site position with up to 2 days per month of remote work.

Equal Opportunity

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.