Customer Success Manager (CSM) Mid-Market Italy

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-minutes 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 $30m with top-notch investors (Y Combinator, Left Lane, Base10, Funders Club and Frst Capital), and is now protecting more than 1 000 000 employees in over 1,500 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.

You will join the Customer Success team. In this role, you will be responsible for managing, growing and nurturing a portfolio of clients while serving as their primary point of contact and ensuring their satisfaction.

Your goal is to provide the best customer experience in order to reduce churn while maximizing renewal and expansion opportunities.

As Customer Success Manager, you support our clients in getting the most value out of our products.

We operate across 2 client segments: Enterprise and Mid-Market.

- Enterprise covers companies with more than 5,000 employees and relies on a more consultative/personalized, relationship-driven approach with a dedicated portfolio.

- Mid-Market covers companies with less than 5,000 employees and relies on a more personalized, relationship-driven approach with a dedicated portfolio.

What you will do 🤝

- 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.

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.