Posted 4 months ago

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

ParisOn-siteFull-time

AI Summary

The Customer Success Manager (Mid-Market) owns a portfolio of ~120 clients, driving retention and expansion through proactive outreach, onboarding, and advocacy.

About this role

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 $45m with leading investors (Y Combinator, Left Lane, Base10, Funders Club and First Capital) and is now protecting more than 2,000,000 employees in over 2,000 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.

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.

- 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.

Who you are 🪪

You’re comfortable managing a high-volume portfolio and being measured on both retention and expansion outcomes.

You care immensely about our product and the value it brings to our customers

You have a previous experience in a similar function such as Customer Success, Account Management within the tech industry

You have a full professional proficiency in English and native in French

You have advanced communication skills and are talented in adapting to your audience

You have a successful track record of finding new opportunities for mutual gains and you are at ease in negotiation and closing discussions

You’re autonomous and driven - you know how to find the solution to a given issue and look for the information you need

You easily get into other people’s shoes. You are able to take a step back, analyse your clients’ behaviors and anticipate their needs

You don't need to be an expert on cybersecurity, but you need to be motivated by the mission.

You're based in Paris or you're willing to relocate

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

Why join us at Riot 💜

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-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)

Manager interview with Melanie, VP Success (45min)

Onsite case study with Melanie, VP Success and a CSM MM team member (1h)

Meet Ben, our Founder! (30 min)

Skills

Account ManagementBusiness Review FacilitationChurn PreventionContract NegotiationCRMCross-Functional CollaborationCross-sellingCustomer SuccessFeedback CollectionOnboardingOpportunity IdentificationProduct AdoptionRenewalsStakeholder ManagementUpselling