Customer Success Manager, Immunefi

• The ideal candidate will be a natural problem-solver who can balance empathy with data-driven decision making
• 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

Desirable

• 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
• 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
• 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