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, 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.

What you’ll get:

• 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)

About Mozilla

Mozilla exists to build the Internet as a public resource accessible to all because we believe that open and free is better than closed and controlled. When you work at Mozilla, you give yourself a chance to make a difference in the lives of Web users everywhere. And you give us a chance to make a difference in your life every single day. Join us to work on the Web as the platform and help create more opportunity and innovation for everyone online.

Commitment to diversity, equity, inclusion, and belonging

Mozilla understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company’s core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, persons of all sexual orientations, gender identities, and expressions.

We will ensure that qualified individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment, as appropriate. Please contact us at hiringaccommodation@mozilla.com to request accommodation.

We are an equal opportunity employer. We do not discriminate on the basis of race (including hairstyle and texture), religion (including religious grooming and dress practices), gender, gender identity, gender expression, color, national origin, pregnancy, ancestry, domestic partner status, disability, sexual orientation, age, genetic predisposition, medical condition, marital status, citizenship status, military or veteran status, or any other basis covered by applicable laws. Mozilla will not tolerate discrimination or harassment based on any of these characteristics or any other unlawful behavior, conduct, or purpose.

 

Group: C

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ReqID: R2788