Community & Customer Success Manager

Summary

Join Mozilla's 0Din team as a Community and Customer Success Manager to build and nurture a thriving global community of security researchers focused on AI safety. You will manage various online channels, launch community initiatives, and onboard new program partners. Responsibilities include triaging vulnerability reports, coordinating researcher rewards, and championing the 'voice of the customer'. This role requires strong communication skills, experience with technical communities, and a data-driven approach. The ideal candidate will have a background in community management, customer success, or bug bounty program management. Mozilla offers a comprehensive benefits package, including generous performance-based bonuses, rich medical coverage, and considerable paid parental leave.

Requirements

• 3+ years in community management, customer success, developer relations, or bug‑bounty program management
• Demonstrated experience moderating large technical communities (Discord, Discourse, Slack, or similar) and completing content/engagement strategies
• 2 years experience in Working knowledge of cybersecurity with a solid understanding of fundamentals—OWASP, CVSS, responsible disclosure, etc.—and familiarity with LLM safety concepts (prompt injection, jailbreaks, guardrails)
• Outstanding written and verbal communication skills; capable of translating vulnerability details for both engineers and non-technical collaborators
• Data‑driven approach with proficiency in community or CS analytics (e.g., Orbit, Common Room, Salesforce, HubSpot)
• Ability to work across time zones, handle multiple priorities, and thrive in a fast‑moving startup environment

Responsibilities

• Own day‑to‑day management of Discord, X/Twitter, LinkedIn, and forum channels, moderation, content calendars, AMAs, and CTF events
• Launch community initiatives (monthly “Hack‑The‑Model” challenges, leaderboard shout‑outs, swag campaigns) that drive researcher retention and submission quality
• Analyze engagement metrics, produce quarterly community‑health reports, and iterate on strategy
• Build and maintain a contributor knowledge base (FAQs, disclosure templates, platform tips)
• Triaging Submissions of reserachers
• Onboard new program partners and researchers; deliver platform walk‑throughs, best‑practice guides, and SLAs
• Be the first line of triage for vulnerability reports: acknowledge receipt, clarify reproductions, and route to internal triage/engineering
• Lead the end‑to‑end researcher reward experience—eligibility checks, payout coordination, and post‑mortem communication
• Track CSAT, time‑to‑first‑response, and resolution cycles; surface insights to product and engineering for roadmap prioritisation
• Champion the “voice of the customer” internally, influencing feature design and documentation

Preferred Qualifications

• Past participation in bug‑bounty programs (HackerOne, Bugcrowd, etc.) either as a researcher or program owner
• Experience with LLM safety concepts (prompt injection, jailbreaks, guardrails)
• Event‑production experience (CTFs, hackathons, livestreams)
• Familiarity with open‑source contribution workflows

Benefits

• Generous performance-based bonus plans to all eligible employees - we share in our success as one team
• Rich medical, dental, and vision coverage
• Generous retirement contributions with 100% immediate vesting (regardless of whether you contribute)
• Quarterly all-company wellness days where everyone takes a pause together
• Country specific holidays plus a day off for your birthday
• One-time home office stipend
• Annual professional development budget
• Quarterly well-being stipend
• Considerable paid parental leave
• Employee referral bonus program
• Other benefits (life/AD&D, disability, EAP, etc. varies by country)