Customer Success Manager (Italian Market) – Riot

About Riot

We're a product-first team on a mission to grow cybersecurity culture. 🔐

Our goal is to instill cybersecurity best practices among employees in a way that is both effective and engaging—so much so that it doesn't feel like work. Think Duolingo for cybersecurity.

To achieve this, we've built a platform that makes it easy for organizations to deploy cybersecurity awareness programs. Our solution delivers short, chat-based training courses (around four minutes each) directly to employees. In parallel, the platform simulates phishing attacks in a safe environment, helping teams build resilience against real-world cyber threats.

Founded in 2020, Riot has raised $45 million from leading investors, including Y Combinator, Left Lane, Base10, FundersClub, and First Capital. Today, we protect more than 2 million employees across 2,000+ companies worldwide, including Intercom, Deel, and Deezer.

Cybersecurity impacts everyone, every day. It is becoming the number one risk for organizations of all sizes. Yet cybersecurity awareness remains one of the weakest areas in most companies, making employees the primary target for hackers.

We're on a mission to change that.

The Role

As a Customer Success Manager, you will help clients maximize the value they derive from Riot's products while driving retention and expansion within your portfolio.

We operate across two customer segments:

Enterprise

• Companies with more than 5,000 employees.

• Dedicated portfolio management.

• Highly consultative, relationship-driven approach.

Mid-Market

• Companies with fewer than 5,000 employees.

• Dedicated portfolio management.

• Personalized and scalable customer engagement model.

This position focuses on the Italian Mid-Market segment, a strategic growth area where many processes and best practices are still being built.

What You'll Do

Customer Portfolio Management

• Own the success of a portfolio of approximately 120 Mid-Market customers.

• Balance retention and expansion objectives across your customer base.

• Build strong, trusted relationships with customers and become their primary point of contact.

Retention & Customer Growth

• Anticipate risks, prevent churn, and ensure customers continuously extract value from Riot's platform and modules.

• Identify, develop, and close expansion opportunities through upselling and cross-selling initiatives.

• Advise customers on best practices and optimal product adoption as their needs evolve.

Customer Engagement

• Prepare and lead onboarding sessions, follow-up meetings, and business reviews.

• Deliver pragmatic, outcome-oriented customer interactions.

• Position yourself as a trusted cybersecurity partner by combining product expertise with a strong understanding of customer challenges.

Cross-Functional Collaboration

• Work closely with Sales, Product, and Marketing teams to support expansion initiatives and improve customer experience.

• Collect customer feedback and communicate insights that contribute to product evolution and operational improvements.

Market Development

• Help define and improve processes, playbooks, and workflows tailored to the Italian market.

• Contribute directly to the structuring of Riot's go-to-market and Customer Success strategy in Italy.

• Provide ongoing field feedback to support scalable growth.

Who You Are

Background

• Native Italian speaker.

• Fluent in English.

• Based in Paris or willing to relocate.

• Experience in Customer Success, Account Management, or a similar customer-facing role within the tech industry.

• Comfortable managing high-volume portfolios with clear retention and expansion targets.

What You Bring

Communication & Relationship Building

• Excellent communication skills and the ability to adapt your message to different audiences.

• Strong relationship-management capabilities.

• Comfortable leading customer conversations and influencing stakeholders.

Commercial Acumen

• Proven ability to identify mutually beneficial opportunities.

• Confident in negotiations and closing expansion opportunities.

Autonomy & Problem Solving

• Resourceful and proactive.

• Able to independently find solutions and gather the information needed to move forward.

Customer Empathy

• Naturally empathetic.

• Able to understand customer behavior, anticipate needs, and build long-term trust.

What Drives You

• Passion for products and the value they create for customers.

• Excitement about building and structuring a new market from the ground up.

• Curiosity about cybersecurity and genuine alignment with Riot's mission.

You'll Be a Great Fit If...

🛠 You're a Doer

You aren't afraid to roll up your sleeves, take ownership, and get things done.

🎯 You Have High Standards

You consistently strive for excellence and expect high-quality outcomes from yourself and your team.

🚀 You're Enthusiastic

You bring energy, positivity, and passion to your work every day.

Why Join Riot?

💜 Join a Financially Healthy Company

Riot is financially strong and highly capital-efficient. Our fundraising supports accelerated growth while maintaining a sustainable business model.

📈 Be Part of an Ambitious Growth Story

We've tripled our revenue over the past three years and aim to grow from €20M ARR to €40M ARR by 2026.

🤝 Work Alongside a Collaborative Team

Enjoy the energy of a talented and supportive team in our modern office located in the heart of Paris, near Canal Saint-Martin.

📦 Competitive Compensation

• Compensation package structured with approximately:

  • 80% base salary

  • 20% commission

• Competitive equity package included.

Recruitment Process

1. Screening Interview (30 minutes)

Initial discussion with a TAM to learn more about your background and motivation.

2. Manager Interview (45 minutes)

Conversation with Mélanie, VP Customer Success.

3. Onsite Case Study (1 hour)

Practical case study with Mélanie and a Mid-Market Customer Success team member.

4. Founder Interview (30 minutes)

Final discussion with Ben, Riot's Founder.

Diversity, Inclusion & Data Privacy

At Riot, we believe diversity drives innovation and inclusion fosters belonging. We are committed to building a team that reflects a broad range of perspectives, backgrounds, and experiences.

We welcome candidates from all walks of life and strive to create an environment where everyone feels valued, respected, and empowered to thrive.

Please note that this is primarily an on-site position, with up to two remote working days per month.

We may use artificial intelligence (AI) tools to support parts of the hiring process, including interview note-taking, interview review, and recruitment operations. These tools assist our recruiting team but do not replace human judgment. All hiring decisions are made by people.

If you would like additional information about how your data is processed, please feel free to contact us.