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 rollout a cybersecurity awareness program: the platform sends chat-based 4-minutes 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.
Created in 2020, Riot has raised $30m with top-notch investors (Y Combinator, Left Lane, Base10, Funders Club and Frst Capital), and is now protecting more than 1 000 000 employees in over 1,500 companies (including Intercom, Deel and Deezer) all over the world.
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.
You will join the Customer Success team. In this role, you will be responsible for managing, growing and nurturing a portfolio of clients while serving as their primary point of contact and ensuring their satisfaction.
Your goal is to provide the best customer experience in order to reduce churn while maximizing renewal and expansion opportunities.
As Customer Success Manager, you support our clients in getting the most value out of our products.
We operate across 2 client segments: Enterprise and Mid-Market.
- Enterprise covers companies with more than 5,000 employees and relies on a more consultative/personalized, relationship-driven approach with a dedicated portfolio.
- Mid-Market covers companies with less than 5,000 employees and relies on a more personalized, relationship-driven approach with a dedicated portfolio.
What you will do 🤝
- Own the success of a portfolio of ~120 Mid-Market customers, with a balanced focus on retention and expansion.
- Play a key role in launching and structuring the Italian Mid-Market segment, in a context where processes and best practices are still being built.
- 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.
- Help define and improve processes, playbooks, and workflows tailored to the Italian market, with a strong focus on scalability.
- Provide continuous feedback from the field, contributing to the structuration of our go-to-market and Customer Success strategy in Italy.Native Italian speaker, you also speak Spanish and English fluently
You are 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
Sharp communicator who adapts to any audience
Proven at identifying opportunities for mutual gains, comfortable in negotiation and closing
Autonomous and resourceful: you know how to find solutions and the information you need
Empathetic by nature: you read client behavior, take a step back, and anticipate needs
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
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 an enthusiastic at heart: exhibit passion and excitement over work
Join a healthy-financial company: we're financially strong and highly capital-efficient. Fundraising fuels our momentum, enabling us to scale faster and unlock new growth opportunities
Contribute to a fast-moving environment where growth is real—our revenue grew by an impressive 2.5x in 2024!
Experience the energy of a collaborative team in our modern and cosy office located in heart of Paris: Le Marais
Screening interview with our TAM (30 min)
Manager interview with a member of the CS MM team (45min)
Onsite case study with Clément, VP Sales (1h)
Meet Ben, our Founder! (30 min)
Who you are 🪪
Who you are
What you bring
What drives you