Team Lead Customer Success Mid-Market

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-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 $45m with leading investors (Y Combinator, Left Lane, Base10, Funders Club and Frst 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.

We are hiring a Customer Success Team Lead to structure and elevate our CS performance as we scale.

Our clients include fast-growing scale-ups and global enterprises. Our ambition for 2026 is clear: turn Customer Success into a core growth engine and reach 120% Net Revenue Retention (NRR).

Your mission: own the retention and expansion performance of your team and make revenue growth a predictable outcome of Customer Success.

This role reports to the VP Customer Success (or CEO, depending on timing) and works closely with Sales, Product and RevOps.

What you will do 🤝

- Own NRR, GRR, churn and expansion targets for your team.

- Drive structured renewal governance and forecast accuracy.

- Build and manage a visible expansion pipeline with your team.

- Ensure proactive identification of upsell and cross-sell opportunities.

- Personally support strategic renewals and high-value expansion deals.

- Coach CSMs on commercial posture and value-selling.

- Run weekly renewal & expansion pipeline reviews.

- Instill accountability around revenue KPIs.

- Standardize expansion playbooks and renewal frameworks.

- Improve health scoring to anticipate churn and expansion signals.

- Ensure strong alignment with RevOps for forecasting and reporting.

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.