Community & Customer Success Manager

Mozilla; Toronto; On-site; CAD 128,000 - 170,000; Full time

Job summary

Mozilla is seeking a Community & Customer Success Manager to enhance engagement within its AI security initiative, 0Din. This role involves managing community interactions, onboarding partners, and ensuring a positive experience for researchers. Candidates should have a strong background in community management and cybersecurity, with excellent communication skills. Join Mozilla to make a meaningful impact on the future of AI safety and community building.

Benefits

Generous performance-based bonus plans

Rich medical, dental, and vision coverage

Generous retirement contributions

Quarterly wellness days

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

Qualifications

• 3+ years in community management, customer success, or bug-bounty program management.
• Experience moderating large technical communities.
• 2 years in cybersecurity fundamentals and LLM safety concepts.

Responsibilities

• Manage Discord, X/Twitter, LinkedIn, and forum channels.
• Onboard new program partners and researchers.
• Lead researcher reward experience and track CSAT.

Skills

Community Management

Customer Success

Cybersecurity Fundamentals

Communication Skills

Data-Driven Approach

Job description

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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 researchers.

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 cybersecurity 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.) as 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 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 values diverse creative practices and knowledge. We encourage applications from all communities, including women, racialized and Indigenous persons, persons with disabilities, and all sexual orientations and gender identities.

We ensure reasonable accommodations for applicants with disabilities. Contact us at [e-mail].

We are an equal opportunity employer. We do not discriminate based on race, religion, gender, gender identity, sexual orientation, age, disability, or other protected characteristics.

Group: C

ReqID: R2788

Hiring Ranges

Canada Tier 1 Locations: $128,000—$170,000 CAD

Canada Tier 2 Locations: $115,000—$154,000 CAD

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: Software Development