Customer Success Manager Scaled

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 $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.What You'll Do As a Scaled Customer Success, you will:- Design and manage automated customer journeys (onboarding, adoption, retention, expansion) with data driven actions.- Create and scale high value content: email campaigns, webinars, guides, in-app messaging.- Address churn risks and expansion opportunities through specific campaigns.- Better understand needs, raise product feedback internally and consistently offer solutions that provide additional value to clients.- Help structure the tools, workflows, and strategy of the Scaled CS function.- Collaborate with Product, Marketing and Sales team to improve the overall customer experience.Who you are ????You care immensely about our product and the value it brings to our customersYou have 2+ years of experience in Growth, Ops or similar Scaled CS roleYou have a full professional proficiency in English and native in FrenchYou are confortable with SaaS tools : CRM, email automation, analyticsYou’re autonomous and driven - you know how to find the solution to a given issue and look for the information you needYou think first in systems and scale: automation, segmentation, data, playbooks.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 relocateBonus: you’re at ease with AI tools and already created some automated workflows based on this technology.It will be a cultural fit if ????You're a doer : not afraid to get your hands dirty and get things doneYou have high standards: expect performance to be nothing short of the bestYou are an enthusiastic at heart: exhibit passion and excitement over workWhy join us at Riot Join a healthy-financial company: we already are break-even, fundraising helps us to accelerate our scaleContribute to a fast-moving environment where growth is real—our revenue grew by an impressive 2.5x in 2024Experience the energy of a collaborative team in our modern and cosy office located in heart of Paris: Le MaraisRecruitment process ️Fit interview with our Head of CS (45min)Onsite case study with the team (1h)Meet Ben, our Founder (30 min)€50,000 - €69,000 a yearThis range indicates the total package with 85% base salary and 15% on commissions. We also provide a competitive stock package.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. #J-18808-Ljbffr