Customer Success Manager
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Overview
We are a product-first team on a mission to help grow cybersecurity culture. We want to instill cybersecurity good practices to employees in a way that’s effective and entertaining, similar to Duolingo but for cybersecurity.
We created a platform to easily roll out a cybersecurity awareness program: the platform sends chat-based 4-minute long courses to teams. Following the courses, the platform simulates phishing attacks to prepare employees to face hackers in a safe environment.
Created in 2020, Riot has raised $45m with leading investors (Y Combinator, Left Lane, Base10, Funders Club and First Capital) and is now protecting more than 2,000,000 employees in over 2,000 companies (including Intercom, Deel, and Deezer) worldwide.
Cybersecurity is everywhere. It’s impacting everyone every day and is becoming a major risk to organizations of all sizes. We’re on a mission to fix the cybersecurity culture gap and to help organizations reduce risk by empowering their people.
Role
As a Customer Success Manager, you support our clients in getting the most value out of our products.
What you will do
- Own the success of a portfolio of approximately 120 Mid-Market customers, with a balanced focus on retention and expansion.
- Play a key role in launching and structuring the Italian and Spanish Mid-Market segments, 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 go-to-market and Customer Success strategy in Italy.
Location / Details
Please note that this is an on-site position with up to 2 days per month of remote work.
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