Community & Customer Success Manager

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Why Mozilla?

Mozilla Corporation is the non-profit-backed technology company that has shaped the internet for the better over the last 25 years. We make pioneering brands like Firefox, the privacy-minded web browser, and Pocket, a service for keeping up with the best content online. Now, with more than 225 million people around the world using our products each month, we’re shaping the next 25 years of technology and helping to reclaim an internet built for people, not companies. Our work focuses on diverse areas including AI, social media, security and more. And we’re doing this while never losing our focus on our core mission – to make the internet better for people.

The Mozilla Corporation is wholly owned by the non-profit 501(c) Mozilla Foundation. This means we aren’t beholden to any shareholders — only to our mission. Along with thousands of volunteer contributors and collaborators all over the world, Mozillians design, build and distribute open-source software that enables people to enjoy the internet on their terms.

About this team and role:

0Din is a pioneering GenAI bug bounty platform designed to safeguard the future of artificial intelligence. In an age where AI powers industries, decisions, and innovations, ensuring its security is not just important—it’s critical. At 0Din, we’re dedicated to identifying, mitigating, and preventing vulnerabilities in AI systems, particularly large language models (LLMs), through a collaborative global effort.

Our researcher community is the heartbeat of 0Din, and our partners rely on fast, accurate, and supportive interactions when they disclose vulnerabilities. We need someone who can build a strong, welcoming security-researcher community and provide outstanding experiences for collaborators, customers, partners, and team members alike.

What you’ll do:

Community‑Facing (50 %)

• 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

Customer‑Success‑Facing (50 %)

• 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.

What you’ll bring:

• 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.

Bonus Points:

• Past participation in bug‑bounty programs (HackerOne, Bugcrowd