Customer Success Manager

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 $15m with top-notch investors (Y Combinator, Base10, Funders Club and Frst Capital), and is now protecting more than 500,000 employees in over 1,000 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.

What You'll Do:

• Build trust-based relationships within your clients portfolio (around 200 companies, mostly mid-market) by:

• Advise clients on the best utilization of our product and modules.
• Prepare and conducting meetings with clients.
• Evolve as a long-term partner on all cybersecurity matters through strong expertise.
• Identify needs and consistently offer solutions that provide additional value to clients.
• Anticipate and prevent potential dissatisfaction to reduce churn rate.

• Identify business opportunities within your portfolio (expansion strategy) and pursue growth opportunities through upselling and cross-selling.
• Showcase Riot’s products by sharing client feedbacks to contribute to product development and process improvement.

About you:

• You're a doer. That's core to Riot's culture.
• You care immensely about our product and the value it brings to our customers.
• You have a previous experience in a similar function such as Sales, Customer Success, Account Management 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 finding new opportunities for mutual gains and you are at ease in negotiation and closing discussions.
• 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.