Customer Success Manager (CSM) Mid-Market

Riot Security; Paris; Sur place; EUR 50 000 - 69 000; Plein temps

Résumé du poste

A cybersecurity company based in Paris is seeking a Customer Success Manager to manage and grow client portfolios. You will ensure client satisfaction while maximizing renewal and expansion opportunities. The ideal candidate will have tech industry experience, fluency in English and French, advanced communication skills, and a strong client relationship management background. This role is on-site, with limited remote work available. Join a collaborative team and contribute to a fast-moving environment focused on cybersecurity culture.

Prestations

Competitive salary

Stock options

Collaborative work environment

Modern office in Paris

Qualifications

• Experience in Customer Success or Account Management within tech.
• Full professional proficiency in English and native proficiency in French.
• Strong communication skills and ability to adapt to audiences.

Responsabilités

• Manage, grow, and nurture a portfolio of clients.
• Understand client needs and provide solutions.
• Collaborate with internal teams to enhance customer experience.

Connaissances

Client relationship management

Understanding client needs

Customer onboarding

Communication skills

Problem-solving

Description du poste

Overview

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-minute 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.

What you will do

As Customer Success Manager, you support our clients in getting the most value out of our products.

We operate across four client segments: Enterprise, Mid-Market, Small, and Tiny.

• 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 between 500 and 5,000 employees and relies on a more personalized, relationship-driven approach with a dedicated portfolio.
• Small accounts (150–500 employees) and Tiny accounts (<150 employees) are managed through a scalable model, combining automated journeys, targeted campaigns, and high-value content.

Depending on your experience and the type of impact you want to make, you will be assigned to the scope that best aligns with your strengths and expectations.

Your responsibilities

• Understand client needs and provide solutions that deliver additional value.
• Gather and share client feedback to support product and process improvements.
• Collaborate with internal teams (Product, Marketing, Sales) to enhance the overall customer experience.

Scope-specific responsibilities

Mid-Market scope:

• Build trust-based relationships within your clients portfolio (around 120 companies).
• Advise clients on the best utilization of our product and modules.
• Prepare and conduct meetings with clients.
• Act as a long-term partner on cybersecurity matters through strong expertise.
• Identify needs and consistently offer value-driven solutions.
• Anticipate and prevent dissatisfaction to reduce churn.
• Identify business opportunities (upselling, cross-selling).
• Share client feedback to contribute to product development and process improvement.

Small / Tiny scope:

• Design and manage automated customer journeys (onboarding, adoption, retention, expansion) with data-driven actions.
• Create and scale high-value content: email campaigns, webinars, guides, in-app messaging.
• Address churn risks and expansion opportunities through targeted campaigns.
• Better understand client needs, raise product feedback internally, and deliver additional value.
• Help structure tools, workflows, and the overall Scaled CS strategy.

Who you are

• 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-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

Recruitment process

• Screening interview with our TAM (30 min)
• Manager interview with our Head of CS (45min)
• Onsite case study with the team (1h)
• Meet Ben, our Founder! (30 min)

€50,000 - €69,000 a year

This range indicates the total package with 85% base salary and 15% on commissions. We also provide a competitive stock package.

At RIOT, we believe that diversity drives innovation and inclusion fosters belonging. We are committed to building a team that reflects a wide range of perspectives, backgrounds, and experiences. We welcome candidates from all walks of life and are dedicated to creating an environment where everyone feels valued, respected, and empowered to thrive.

Please note that this is an on-site position with up to 2 days per month of remote work.