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

Overview

We are a product-first team on a mission to grow cybersecurity culture. Our platform delivers chat-based 4-minute courses to teams and simulates phishing attacks to prepare employees in a safe environment. Since 2020, we have raised capital and protect more than 2,000,000 employees across 2,000+ companies worldwide.

We are looking to join our Customer Success team to help clients maximize value from our products. We operate across two client segments: Enterprise and Mid-Market.

Responsibilities

• Own the success of a portfolio of approximately 120 Mid-Market customers, focusing on retention and expansion.
• Launch and structure the Spanish Mid-Market segment where processes and best practices are being built.
• Drive retention at scale by anticipating risks, preventing churn, and ensuring customers extract ongoing value from products and modules.
• Identify and pursue expansion opportunities (upsell and cross-sell) by understanding customer needs and use cases.
• Advise customers on best product usage to unlock additional value as needs evolve.
• Prepare and lead customer interactions (onboarding calls, follow-ups, business check-ins) with an outcomes-driven approach.
• Position yourself as a trusted cybersecurity partner, combining product knowledge with customer challenges.
• Collaborate with Sales, Product, and Marketing to support expansion motions and improve the customer experience.
• Collect and share customer feedback and expansion signals to influence 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 inform go-to-market and Customer Success strategy in Spain.

Qualifications

• Native Spanish 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

• Strong communication skills; ability to adapt to any audience.
• Proven ability to identify opportunities for mutual gains; comfortable with negotiation and closing.
• Autonomous and resourceful; able to find solutions and necessary information.
• Empathetic by nature; reads client behavior and anticipates needs.
• Passion for product value and customer outcomes.
• Motivation to build and structure a new market and shape processes from the ground up.
• Curiosity about cybersecurity and alignment with the mission—even if not an expert yet.

Why Join Us

• Join a financially healthy, capital-efficient company with momentum and growth opportunities.
• Work with a collaborative team in a modern office in Paris (République / Canal Saint-Martin).
• participate in a growth trajectory; we’ve tripled revenue in recent years and aim to reach €40M ARR in 2026.