Customer Success Manager

• 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.

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