Customer Success Manager

 

About Immunefi

Immunefi exists to protect the future of money. Immunefi is Web3's last line of defense and leading bug bounty platform, preventing catastrophic hacks before user funds are stolen. Our team is highly specialized, so we’re looking for talented people who are willing to jump right in and use their expertise to help us protect Web3. If you’re looking to join a fast-paced, problem solving environment at the very core of decentralized finance, then read on.

 

Summary

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 o