Customer Success Manager Expansion (CSM) Mid-Market (Cybersecurity)

TL;DR

Customer Success Manager Expansion (Cybersecurity): Managing a portfolio of ~120 Mid-Market customers in Italy and Spain to drive retention and revenue expansion with an accent on churn prevention and upsell opportunities. Focus on structuring the Italian and Spanish market segments, defining scalable playbooks, and positioning as a trusted cybersecurity partner.

Location: On-site in Paris (up to 2 days per month remote). Must be based in Paris or willing to relocate to France.

Company

hirify.global is a cybersecurity awareness platform that uses gamified, chat-based courses and simulated phishing to instill security best practices among employees.

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 and Spanish Mid-Market segments and best practices.
• Drive retention at scale by anticipating risks, preventing churn, and ensuring product value extraction.
• Identify and drive expansion opportunities, including upsells and cross-sells, by understanding customer needs.
• Lead customer interactions such as onboarding calls, follow-ups, and business check-ins.
• Collaborate with Sales, Product, and Marketing teams to improve the overall customer experience and product evolution.

Requirements

• Native or bilingual Italian speaker.
• Fluent in Spanish and English.
• Based in Paris or willing to relocate to Paris.
• Background in Customer Success or Account Management within the tech industry.
• Experience managing high-volume portfolios with a focus on retention and expansion metrics.

Culture & Benefits

• Join a financially strong, fast-growing startup backed by investors like Y Combinator.
• Work in a collaborative team environment within a modern office in the heart of Paris (Canal Saint Martin).
• Opportunity to shape processes and market strategies from the ground up.
• Flexible remote policy allowing up to 2 days of remote work per month.

Hiring process

• Screening interview with TAM (30 min).
• Manager interview with VP of Success (45 min).
• Onsite case study with VP of Success and a CSM team member (1h).
• Final meeting with the Founder (30 min).