Customer Service Manager

agencycyber; Richmond (VA); On-site; USD 75,000 - 115,000; Full time

Benefits offered by this job

10 days of paid time off (PTO)

11 paid federal holidays

401(k) with 4% company match

Monthly healthcare stipend

Gym membership stipend

Weekly team lunches

Eligible for stock options grants after year 2

Job summary

Agency Cybersecurity, located in Richmond, VA, seeks a Customer Service Manager to lead client service functions for compliance engagements like SOC 2 and HIPAA. You will manage a team of Account Coordinators, ensuring smooth operations and high client satisfaction.

The ideal candidate has 5+ years in customer service or account management and strong organizational skills. The position offers full-time salary plus benefits, including 10 PTO days, a 401(k) match, and monthly stipends for health and gym memberships.

Qualifications

• 5+ years of experience in customer service or account management, ideally as a people manager.
• Experience in B2B SaaS, professional services, or compliance environments.
• Strong organizational skills and ability to manage multiple client engagements.

Responsibilities

• Manage a team of Account Coordinators for compliance engagements.
• Own client service delivery experience from onboarding to audit completion.
• Coordinate with compliance analysts and maintain service documentation.

Skills

Experience in customer service, customer success, or account management

Strong written and verbal communication skills

Highly organized and detail-oriented

Familiarity with tools like Asana, Jira, or Salesforce

Tools

Asana

Jira

Salesforce

HubSpot

Job description

About Agency Cybersecurity

Agency Cybersecurity is fast growing venture-backed startup that provides best-in-class cybersecurity and compliance. Our software and services simplify complex compliance frameworks including SOC2, ISO 27001, HIPAA, and others, empowering businesses to scale securely and confidently. We're backed by top tier investors like Y Combinator and have offices in NYC, Boston, Richmond, and London.

Location

100% On‑Site in Richmond, VA

Position Type

Full‑Time, Salaried

Experience Level

Mid‑Senior (4+ years)

Compensation

$75,000 to $115,000 total comp, including annual bonus and benefits.

Role Overview

We’re seeking a Customer Service Manager (Team Manager) to lead and scale our client service function supporting compliance and GRC engagements (SOC 2, ISO 27001, HIPAA, CMMC, etc.). This role sits at the intersection of client experience, project management, and team leadership, managing a team of Account Coordinators responsible for day-to-day client execution.

You’ll be accountable for ensuring engagements run smoothly, clients are supported proactively, and internal teams stay aligned — while maintaining a high bar for professionalism and responsiveness expected by B2B SaaS and consulting clients.

Key Responsibilities

• Manage and mentor a team of Account Coordinators supporting active compliance engagements
• Own the client service delivery experience from onboarding through audit completion
• Ensure engagements remain on track with timelines, deliverables, and client expectations
• Act as the escalation point for complex client issues, blockers, or timeline risks
• Coordinate closely with compliance analysts, auditors, and leadership to unblock work
• Maintain clear internal documentation, workflows, and service standards
• Track engagement health, client satisfaction, and team performance metrics
• Continuously improve client-facing processes, tooling, and communication standards

Ideal Background

• 5+ years of experience in a customer service, customer success, or account management – ideally as a people manager
• Prior experience in B2B SaaS, professional services, consulting, or compliance‑adjacent environments
• Experience managing or leading coordinators, associates, or junior account staff
• Comfortable managing multiple concurrent client engagements with competing priorities
• Strong written and verbal communication skills with executive-level clients
• Highly organized, detail-oriented, and process-driven
• Familiarity with tools like Asana, Jira, Monday, Salesforce, HubSpot, or similar (preferred)

Nice to Have

• Exposure to compliance frameworks (SOC 2, ISO 27001, HIPAA, CMMC, etc.)
• Background in startups or fast-growing professional services firms

Benefits

We believe in rewarding hard work with meaningful perks that support your growth, health, and well‑being.

• 10 days of paid time off (PTO)
• 11 paid federal holidays
• 401(k) with 4% company match
• Monthly healthcare stipend
• Gym membership stipend
• Weekly team lunches and in‑office snacks
• Eligible for stock options grants after year 2