The Role
Manage and nurture a portfolio of large clients, focusing on their satisfaction and success, while maximizing renewal and upsell opportunities.
Summary Generated by Built In
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 millions 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.
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, upsell and cross-sell 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 🤝
As a Customer Success Manager - Enterprise accounts, you will:
- Own the long-term success of a portfolio of ~20 very large Enterprise clients (5,000+ employees), with a clear 50/50 split between retention and expansion.
- Drive retention by building strong, trust-based relationships and ensuring customers fully adopt and extract value from our product and modules.
- Actively drive expansion within your portfolio, contributing to a total net expansion target of $2.5M, including $1M on Enterprise accounts, by identifying upsell and cross-sell opportunities.
- Onboard and advise clients on best-in-class usage of our product, with a strong focus on value realization and growth potential.
- Prepare and lead strategic customer engagements (Kick-offs, Business Reviews, Success Plans), explicitly linking product value to renewal and expansion outcomes.
- Position yourself as a long-term cybersecurity partner, combining deep product expertise with a strong business and revenue mindset.
- Deeply understand customer organizations, map stakeholders and decision-makers, and proactively surface growth opportunities.
- Work hand-in-hand with the Enterprise Account Executives to structure, influence, and close expansion deals within your accounts.
- Capture customer feedback and expansion signals, share them internally, and translate them into concrete actions.
- Improve internal processes and playbooks to better support and scale very large Enterprise accounts.
Who you are 🪪
- You have a strong business and revenue mindset, and are comfortable contributing to expansion and growth within your portfolio.
- You have experience working with Sales teams and influencing or supporting upsell and cross-sell motions in complex Enterprise environments.
- You care immensely about our product and the value it brings to our customers
- You have 5+ years of experience in a similar function within the tech industry
- You have a full professional proficiency in English and native in French
- You have advanced communication skills and are talented in adapting to your audience
- You have a successful track record of implementing and deploying solutions for large accounts
- You’re autonomous and driven - you know how to find the solution to a given issue and look for the information you need
- You easily get into other people’s shoes. You are able to take a step back, analyse your clients’ behaviors and anticipate their needs
- You don't need to be an expert on cybersecurity, but you need to be motivated by the mission.
- You're based in Paris or you're willing to relocate
It will be a cultural fit if 🫂
- You're a doer: not afraid to get your hands dirty and get things done
- You have high standards: expect performance to be nothing short of the best
- You are an enthusiastic at heart: exhibit passion and excitement over work
Why join us at Riot 💜
- Join a healthy-financial company: we're financially strong and highly capital-efficient. Fundraising fuels our momentum, enabling us to scale faster and unlock new growth opportunities
- Contribute to a fast-moving environment where growth is real—our revenue grew by an impressive 2.5x in 2024!
- Experience the energy of a collaborative team in our modern and cosy office located in heart of Paris: Le Marais
Recruitment process 🎙️
- Screening interview with our TAM (30 min)
- Manager interview with our VP Success, Melanie (45 min)
- A case study with Hubert, Head of Sales Enterprise and a member of the CS enterprise team (1h)
- Meet Ben, our Founder! (30 min)
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.
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The Company
What We Do
In today's world, most successful cyberattacks start by a human failure. We're making the platform that makes it easy to prepare your employees for cyberattacks, in a way they love.
