Customer Success Manager, Cybersecurity – Italian Mid‑Market

Riot; Paris; Hybride; EUR 50 000 - 70 000; Plein temps

Résumé du poste

Riot, a product‑first cybersecurity awareness platform, is hiring a Customer Success Manager to own a portfolio of Mid‑Market customers in Italy and beyond, ensuring retention and driving expansion.

You will lead onboarding, check‑ins, and value realization, collaborate with Sales, Product, and Marketing, and help scale processes for the Italian market, with on‑site work in Paris and up to 2 days remote per month.

Responsabilités

• 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.

Description du poste

Riot, a product‑first cybersecurity awareness platform, is hiring a Customer Success Manager to own a portfolio of Mid‑Market customers in Italy and beyond, ensuring retention and driving expansion.

You will lead onboarding, check‑ins, and value realization, collaborate with Sales, Product, and Marketing, and help scale processes for the Italian market, with on‑site work in Paris and up to 2 days remote per month.