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 will do 🤝

As Customer Success Manager, you support our clients in getting the most value out of our products.

We operate across four client segments: Enterprise, Mid-Market, Small, and Tiny.

- 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 between 500 and 5,000 employees and relies on a more personalized, relationship-driven approach with a dedicated portfolio.

- Small accounts (150–500 employees) and Tiny accounts (<150 employees) are managed through a scalable model, combining automated journeys, targeted campaigns, and high-value content.

Depending on your experience and the type of impact you want to make, you will be assigned to the scope that best aligns with your strengths and expectations.

Your responsibilities

- Understand client needs and provide solutions that deliver additional value.

- Gather and share client feedback to support product and process improvements.

- Collaborate with internal teams (Product, Marketing, Sales) to enhance the overall customer experience.

Scope-specific responsibilities

Mid-Market scope:

- Build trust-based relationships within your clients portfolio (around 120 companies).

- Advise clients on the best utilization of our product and modules.

- Prepare and conduct meetings with clients.

- Act as a long-term partner on cybersecurity matters through strong expertise.

- Identify needs and consistently offer value-driven solutions.

- Anticipate and prevent dissatisfaction to reduce churn.

- Identify business opportunities (upselling, cross-selling).

- Share client feedback to contribute to product development and process improvement.

Small / Tiny scope:

- 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 targeted campaigns.

- Better understand client needs, raise product feedback internally, and deliver additional value.

- Help structure tools, workflows, and the overall Scaled CS strategy.

Who you are 🪪

It will be a cultural fit if 🫂

Why join us at Riot 💜

Recruitment process 🎙️

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.