Customer Success Manager — Compliance SaaS Team Lead

Rippling; Richmond (VA); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

10 PTO days

11 holidays

401(k) with 4% match

Monthly healthcare stipend

Weekly team lunches

Stock options after year 2

Job summary

Agency Cybersecurity is seeking a Customer Service Manager (Team Manager) to lead and scale our client service function supporting SOC 2, ISO 27001, HIPAA, CMMC, and other engagements. You will oversee a team of Account Coordinators handling day-to-day client execution and ensure smooth engagements with a focus on professionalism and responsiveness for B2B SaaS and consulting clients.

Ideal candidates bring 5+ years of customer service or account management experience with people management and

Qualifications

• 5+ years of experience in customer service, customer success, or account management with people management experience.
• Experience in B2B SaaS, professional services, consulting, or compliance-adjacent environments.
• Experience mentoring/coaching coordinators or junior staff.
• Able to manage multiple engagements with competing priorities.
• Strong written and verbal communication with executive-level clients.

Responsibilities

• Lead and mentor a team of Account Coordinators supporting active engagements.
• Own the client service delivery from onboarding through audit completion.
• Ensure engagements stay on track with timelines and deliverables.
• Serve as escalation point for complex client issues or blockers.
• Coordinate with compliance analysts, auditors, and leadership to unblock work.
• Maintain clear internal docs, workflows, and service standards.

Skills

Team leadership

Customer success

Client communication

Project management

B2B SaaS

PM tools

Tools

Asana

Jira

Salesforce

HubSpot

Monday.com

Job description

Agency Cybersecurity is seeking a Customer Service Manager (Team Manager) to lead and scale our client service function supporting SOC 2, ISO 27001, HIPAA, CMMC, and other engagements. You will oversee a team of Account Coordinators handling day-to-day client execution and ensure smooth engagements with a focus on professionalism and responsiveness for B2B SaaS and consulting clients.

Ideal candidates bring 5+ years of customer service or account management experience with people management and