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

Riot· Customer Success
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Paris, France€55k - €66k + bonusPermanentPosted 8mo ago

About the role

We are a product-first cybersecurity awareness platform. As Customer Success Manager, you support clients to maximize value, drive retention and expansion, and help build the Italian Mid-Market segment.

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 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 go-to-market and Customer Success strategy in Italy.

Qualifications

  • - Native Italian 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

Skills

Required:Portfolio managementOpportunity identification and negotiationCustomer onboarding and relationship management

Benefits

  • €55,000 - €66,000 a year (total package with 80% base salary and 20% commissions)
  • competitive stock package
  • up to 2 days per month remote work (on-site position)
Last updated Jul 8, 2026. Interested? Apply on the company site.
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About Riot

Cybersecurity awareness for fast growing companies

Riot is a SaaS platform to easily set up a cybersecurity awareness program for teams. We're making tools to protect your employees, and therefore protecting your company.

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