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

Riot, a product-first cybersecurity awareness platform, is looking for a Customer Success Manager to lead expansion in the Mid-Market segment for Italy and Spain. The position is full-time and hybrid, based in Paris, France. This is a great fit if you enjoy building momentum in a growing market and shaping how a new region runs with a hands-on, customer-focused approach.

The company helps organizations train employees with short, chat-based courses and then tests awareness with safe phishing simulations. Riot’s mission is to improve cybersecurity culture and reduce risk across teams, making the everyday challenge of security training engaging rather than a chore.

Since its launch in 2020, Riot has raised $45m from top investors and now protects more than 2,000,000 employees in over 2,000 companies worldwide, including Intercom, Deel, and Deezer. The team believes cybersecurity is a universal concern that requires practical, scalable solutions, and they’re building a structure to support a growing customer base in new markets.

As a Customer Success Manager, you’ll help clients maximise the value they get from Riot’s platform and services, with a special focus on expanding within the Mid-Market segment in Italy and Spain.

Launching Italian and Spanish momentum from Paris

You’ll own the success of a portfolio of roughly 120 Mid-Market customers, balancing efforts to retain them while growing the footprint of Riot’s products across their orgs. A big part of the role is helping to launch and structure the Italian and Spanish Mid-Market segments, in a context where processes and best practices are still being built. You’ll work to keep customers engaged and derive ongoing value, anticipating risks and preventing churn while guiding strategic expansions. You’ll also act as a trusted cybersecurity partner, translating product capabilities into solutions for real-world customer needs, and you’ll collaborate closely with Sales, Product, and Marketing to push expansion initiatives forward. Gathering and sharing customer feedback and expansion signals will help Riot evolve its product and go-to-market approach for Italy, while you help shape scalable processes tailored to the Italian market.

Daily work will blend relationship management with hands-on project leadership: preparing onboarding conversations and check-ins, following up on progress, and guiding customers toward higher-value usage. You’ll tailor your guidance to each client, ensuring they see measurable outcomes from Riot’s modules and that their evolving needs are reflected in how Riot supports them. Your cadence will mix strategic oversight with practical, outcome-driven steps to keep expansion on track and customers thriving.

What matters most to Riot for this role

• Must-have: fluent Italian at native or near-native level, with strong Spanish and English skills
• Must-have: you’re based in Paris or willing to relocate for the role
• Must-have: a background in Customer Success or Account Management within tech
• Must-have: experience managing high-volume portfolios with retention and expansion in mind

• Nice-to-have: you’re a clear, adaptable communicator who can speak to different audiences
• Nice-to-have: you’ve proven an ability to spot opportunities that benefit both sides and you’re comfortable negotiating and closing
• Nice-to-have: you’re autonomous and resourceful, able to find the information and paths you need
• Nice-to-have: you read client behavior well, anticipate needs, and respond with empathy
• Nice-to-have: you’re passionate about product value and excited to build and structure a new market
• Nice-to-have: you’re curious about cybersecurity and drawn to Riot’s mission
• Nice-to-have: you’re a doer who sets high standards and isn’t afraid to roll up your sleeves

Hybrid setup and the Paris office vibe

The role is on-site with up to 2 days of remote work per month. It’s a full-time position located in Paris, with an office in a central area, Canal Saint Martin, where collaboration and a warm, focused atmosphere come together. Riot positions itself as a financially solid, efficiently run company that’s able to invest in growth, with a plan to accelerate revenue and expand its footprint. In recent years the company has tripled revenue and aims to grow from €20M to €40M ARR by 2026, supported by fundraising and a clear path to scaling.

Riot also highlights that the team is collaborative, and the Paris office serves as a hub for a fast-growing company with ambitious goals. You’ll be part of an environment that values feedback, iteration, and a structured approach to expanding into new markets while delivering solid value to customers.

Tips to strengthen your candidacy for this expansion CSM role

Lead your resume with evidence of your Italian language strength and your experience managing mid-market accounts in tech. Highlight specific wins where you retained customers and added new revenue, especially in regions similar to Italy or Spain. Make sure your numbers show the impact you’ve had on retention and expansion in your previous roles.

Be ready to demonstrate how you identify and pursue expansion opportunities. Give concrete examples of upsell or cross-sell deals you closed and how you aligned those outcomes with customer needs and usage patterns, linking them to measurable value for the business.

Prepare to discuss how you would launch the Italian market and structure processes from the ground up. Bring a plan for onboarding and ongoing engagements, and be ready to explain how you’d collect and share feedback to influence product and go-to-market decisions in Italy.

Ask a pointed question that shows you’re thinking about the role in context. For example: how does Riot measure success for the Italian market, and what would a successful first 12 months look like for the CSM expansion function in Italy and Spain? You could also ask about the top risks Riot expects to manage in launching the Italian segment and how the team prioritizes expansion opportunities within the 120 Mid-Market portfolio.