Customer Success Manager (Mid-Market)

TL;DR

Customer Success Manager (Mid-Market Italy): Managing and growing a portfolio of Mid-Market clients with an accent on retention, expansion, and ensuring customer satisfaction within the cybersecurity domain. Focus on launching and structuring the Italian Mid-Market segment, defining processes, and driving value realization to reduce churn.

Location: On-site in Paris with up to 2 days per month of remote work. Candidates must be based in Paris, France or willing to relocate to Paris, France.

Salary: €55,000–€66,000 a year

Company

hirify.global is a product-first team on a mission to grow cybersecurity culture by providing an effective and entertaining platform for cybersecurity awareness programs, protecting over 1,500 companies worldwide.

What you will do

• Own the success of a portfolio of ~120 Mid-Market customers, with a balanced focus on retention and expansion.
• Play a key role in launching and structuring the Italian Mid-Market segment, defining processes and best practices from the ground up.
• Drive retention at scale by anticipating risks, preventing churn, and ensuring continuous product value.
• Actively identify and drive expansion opportunities (upsell and cross-sell) within your portfolio.
• Advise customers on best product usage, helping them unlock additional value, and lead customer interactions (onboarding, follow-ups, business check-ins).
• Work closely with internal teams (Sales, Product, Marketing) and collect customer feedback to contribute to product evolution and process improvements.

Requirements

• Experience managing a high-volume portfolio and being measured on both retention and expansion outcomes.
• Native Italian proficiency required and excitement to help build and structure a new market.
• Professional proficiency in English or French.
• Previous experience in a similar function such as Customer Success or Account Management within the tech industry.
• Advanced communication skills, talented in adapting to your audience, and a successful track record in negotiation and closing discussions.
• Ability to work autonomously, anticipate client needs, and motivated by the cybersecurity mission.
• Must be based in Paris or willing to relocate to Paris.

Culture & Benefits

• Join a financially healthy and capital-efficient company with impressive revenue growth (2.5x in 2024).
• Experience the energy of a collaborative team in a modern and cosy office located in the heart of Paris: Le Marais.
• Contribute to a fast-moving environment where growth is real.

Hiring process

• Screening interview with our TAM (30 min)
• Manager interview with a member of the CS MM team (45min)
• Onsite case study with Clément, VP Sales (1h)
• Meet Ben, our Founder! (30 min)