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

Riot; Paris; Hybride; EUR 60 000 - 80 000; Plein temps

Avantages offerts par ce poste

Paris office

Hybrid work up to 2 remote days/month

Résumé du poste

Riot, based in Paris, is building a cybersecurity awareness platform and is hiring a Customer Success Manager to own a portfolio of mid-market customers and drive retention and expansion. You will launch the Spanish Mid-Market segment and work closely with Sales, Product and Marketing to scale adoption.

The role requires a native Spanish speaker with English fluency, Paris-based or willing to relocate, and a proven track record in tech Customer Success.

Qualifications

• Native Spanish speaker and fluent in English.
• 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: can find solutions and necessary information.
• Empathetic: reads client behavior, anticipates needs.
• 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.

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 Spanish 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 Spain.

Connaissances

Spanish (native)

English (fluent)

Description du poste

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 $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.

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 Spanish 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 Spain.

Qualifications

• Native Spanish speaker, fluent in English.
• 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: can find solutions and necessary information.
• Empathetic: reads client behavior, anticipates needs.
• 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.

Benefits

• We are a financially healthy company with strong capital efficiency.
• Fast‑growing startup with high ambitions; tripled revenue over the past two years, aiming to grow from €20M to €40M ARR in 2026.
• Collaborative team in our modern and cosy office located in the heart of Paris: République / Canal Saint‑Martin.

Recruitment Process

• Screening interview with our TAM (30 min)
• Manager interview with our VP Success, Melanie (45 min)
• A case study with Melanie, VP Success and a member of the CS MM team (1h)
• Meet Ben, our Founder! (30 min)

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.