Riot Security - Customer Success Manager (CSM) Expansion Mid-Market
Requirements
• Native/bilingual 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 • 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 an enthusiastic at heart: exhibit passion and excitement over work
Responsibilities
• 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 and Spanish Mid-Market segments, 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.
Benefits
• Contribute to a fast-growing startup with a strong vision and high ambitions, backed by clear business goals. We've tripled our revenue over the past three years, and we plan to grow from €20M to €40M ARR in 2026. • Experience the energy of a collaborative team in our modern and cosy office located in heart of Paris: Canal Saint Martin • Recruitment process 🎙️ • Screening interview with our TAM (30 min) • Onsite case study with Mélanie, VP Customer Success and a CSM MM team member (1h) • Meet Ben, our Founder! (30 min) • €55,000 - €66,000 a year • This range indicates the total package with 80% base salary and 20% on commissions. We also provide a competitive stock package.
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