Customer Success Manager Expansion (CSM) Mid-Market

Responsibilities

• Own the success of a portfolio of approximately 120 Mid-Market customers, focusing on both retention and expansion.
• Play a key role in launching and structuring the Italian and Spanish Mid-Market segments.
• Drive retention at scale by anticipating risks, preventing churn, and ensuring continuous product value.
• Identify and drive expansion opportunities, including upselling and cross-selling, within your portfolio.
• Advise customers on best product usage and lead customer interactions such as onboarding and business check-ins.
• Collaborate with Sales, Product, and Marketing teams to support expansion motions and improve customer experience.
• Help define and improve scalable processes, playbooks, and workflows tailored to the Italian market.

Requirements

• Native or bilingual Italian speaker.
• Fluent in both Spanish and English.
• Proven background in Customer Success or Account Management within the tech industry.
• Experience managing high-volume portfolios with a focus on retention and expansion metrics.
• Based in Paris or willing to relocate to Paris.

Preferred Qualifications

• Ability to act as a trusted cybersecurity partner by combining product knowledge with customer empathy.
• Strong negotiation and closing skills to identify mutual gains during expansion discussions.
• A proactive, "doer" mindset with the ability to build processes from the ground up.

Benefits

• Competitive compensation package including base salary and commissions.
• Competitive stock package.
• Opportunity to join a fast-growing startup with strong financial health and clear growth ambitions.
• Modern and cozy office located in the heart of Paris (Canal Saint Martin).

About the Company

Riot Security is a product-first cybersecurity company on a mission to build a better cybersecurity culture. We provide a platform that delivers engaging, chat-based training and simulated phishing attacks to help employees stay safe. Backed by Y Combinator and other leading investors, we protect over 2,000,000 employees across 2,000+ companies worldwide.