We are seeking a Customer Success Manager to join our Client Relationship team at Immunefi. This role is critical in ensuring our clients maximize value from our our products while driving retention and growth. We need someone who combines exceptional relationship-building skills with analytical capabilities and process optimization mindset.

The ideal candidate will be a natural problem-solver who can balance empathy with data-driven decision making. You'll be responsible for guiding clients through their journey, identifying opportunities for improvement in both client outcomes and internal processes, and contributing to the evolution of our customer success strategy.

This role requires someone who thrives in ambiguity, takes ownership of outcomes, and has an insatiable appetite for learning and growth. You'll work closely with VIP clients in the Web3 security space, requiring both technical aptitude and exceptional communication skills.

Role Responsibilities

Master the art of consultative customer success by conducting deep discovery sessions that uncover not just surface-level needs but underlying business challenges, security gaps, and growth opportunities that clients may not even recognize themselves.
Design and execute strategic action plans that connect client pain points to specific Immunefi solutions, creating clear before-and-after scenarios that demonstrate tangible improvements in their security operations, hacker engagement, and vulnerability management outcomes.
Own the complete customer lifecycle from onboarding through renewal, ensuring each client achieves their security goals while maximizing value from Immunefi's platform.
Lead strategic onboarding sessions for new enterprise clients, creating customized success plans that align our solutions with their specific security objectives and organizational structure.
Drive retention metrics by increasing portfolio retention through proactive engagement, value demonstration, and strategic relationship management across your portfolio.
Design and execute strategic trial programs that allow clients to experience the value of new products risk-free, crafting compelling pilot plans with clear success metrics, milestone checkpoints, and conversion paths that consistently transform trials into expanded contracts and incremental revenue streams.
Expand account revenue to achieve positive Net Revenue Retention (NRR) targets by identifying upsell opportunities and converting clients to subscription models, Boost services, or Managed Triaging solutions.
Conduct bi-monthly business reviews with VIP clients, presenting data-driven insights on program performance, industry benchmarks, and strategic recommendations for optimization.
Provide multi-channel support across Slack, Telegram, email, and video calls, maintaining <24-hour response times while delivering expert guidance on platform usage and best practices.
Manage escalations effectively by coordinating cross-functional responses to critical client issues, ensuring rapid resolution while maintaining strong relationships during challenging situations.
Analyze client usage patterns and metrics proactively to identify at-risk accounts, underutilized features, and expansion opportunities, creating actionable plans to address each scenario.
Facilitate process optimization initiatives by analyzing client security workflows, identifying improvement opportunities, and orchestrating connections between clients and Immunefi resources (WhiteHat community, internal experts, specialized teams) to deliver targeted solutions that enhance their operations while driving deeper product adoption and strengthening partnership bonds.
Partner with Product and Engineering teams to advocate for client needs, translate technical requirements into business value, and influence product roadmap based on customer feedback patterns.
Create scalable resources supporting process improvement including playbooks, templates, and best practice guides that enable consistent high-quality service delivery across the entire customer base.

Applicant Requirements

Essential Requirements (Must-Have):

3-5 years of proven experience in Customer Success, Account Management or similar client-facing consultative roles with demonstrable impact on client outcomes
Exceptional consultative skills with the ability to conduct deep discovery, ask probing questions, map complex client ecosystems, and guide stakeholders to their own conclusions about solutions
Fluent English communication (written and verbal) with the ability to articulate complex concepts clearly and influence executive-level stakeholders
Strong analytical and problem-solving capabilities with experience translating data insights into actionable client recommendations and strategic roadmaps
Project management expertise to orchestrate multi-stakeholder initiatives, manage competing priorities, and drive projects from conception to successful implementation
Demonstrated relationship-building skills with a track record of becoming a trusted advisor to clients and maintaining long-term strategic partnerships
Self-directed learner with proven ability to quickly master new domains, technologies, and industries - showing genuine intellectual curiosity and growth mindset
Embrace the Web3 learning journey with enthusiasm and dedication, rapidly absorbing knowledge about blockchain security, smart contract vulnerabilities, and industry trends to establish yourself as a go-to expert - we'll provide the resources and mentorship, you bring the curiosity and drive to master this exciting domain.

Preferred Qualifications (Nice-to-Have):

Location in the Americas timezone (North, Central, or South America) to provide optimal coverage and real-time collaboration with regional clients (preferred but not required)
Technical background or aptitude through education, previous roles, or self-study that enables faster comprehension of security concepts.
Web3/blockchain ecosystem knowledge including understanding of smart contracts, DeFi protocols, or previous experience in crypto/blockchain companies (differentiator but we will train the right candidate)
Experience with cybersecurity or bug bounty programs that provides context for vulnerability management and security operations (valuable but not essential)
B2B SaaS experience managing enterprise accounts with understanding of SaaS metrics (NRR, GRR, churn, expansion) and subscription business models

Working at Immunefi

Immunefi is the foremost Bug Bounty Marketplace in the crypto / Web3 space providing a platform to facilitate the protection of billions of user funds. We aim for excellence in all we do and want to build a world class team of highly skilled professionals who can help us to scale & develop our company. If you are successful in joining the team, you will be working in a highly collaborative, cross-functional environment where ideas, input & communication are prized. By necessity, the work pace here is rapid and we need people who are able to rapidly immerse themselves. As a fully remote and geographically dispersed team, we require everyone to be capable of autonomous & self-driven work in addition to being able to manage communication across global timezones.

Our Core Values

Always start with the customer - we start with the best outcome for the customer.

Constant vigilance - the safety and success of our customers and the company depend on our high security standards.

Bias for action - we proactively make decisions to drive impactful outcomes.

Always raise the bar for excellence - we build and hold each other accountable for a culture of discipline and excellence.

Think big and bold - we set audacious goals.

Act as an owner and drive outcomes to the finish line - we fully commit to work that best serves the company and our mission.

Build trust, act with integrity - we consistently solve problems and honor our commitments with our team, customers, and community.

What We Offer

100% remote-first work environment, flexible schedule
Autonomous work environment with trusting, smart, reliable team members
An opportunity to be building an early-stage company in a dynamically evolving market and industry
An opportunity to build your own path in the company as we continue to evolve and grow
A global market (it’s fun to meet people from all over the world every day!)
A chance to make impact and participate in building and securing the ecosystem for smart contracts and the future of money (we’re protecting over $100B in user funds)

Customer Success Manager

Anywhere in the world

Remote

Mid-level

Immunefi