Senior Client Success Lead — Compliance SaaS

Agency Cyber Inc

Richmond (VA)

On-site

USD 75,000 - 90,000

Full time

46 hours ago

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Benefits offered by this job

10 days PTO

11 federal holidays

401(k) with 4% company match

Monthly healthcare stipend

Weekly team lunches and in-office sn20

Stock options grants after year 2

Job summary

Agency Cybersecurity in the United States is seeking a Customer Service Manager to lead and scale our client service team supporting compliance and GRC engagements. You will mentor Account Coordinators and drive on-time delivery for our B2B SaaS clients.

The role centers on proactive client support, clear communication with executive-level clients, and coordinating with compliance analysts, auditors, and leadership to unblock work and maintain high engagement health.

Qualifications

5+ years in customer service or account management, with people-management experience.
Experience in B2B SaaS, professional services, or compliance-adjacent environments.
Strong written and verbal communication with executive-level clients.

Responsibilities

Lead and mentor a team of Account Coordinators supporting compliance engagements.
Own the client service delivery from onboarding to audit completion.
Ensure engagements stay on schedule with timelines and deliverables.
Escalate complex client issues and coordinate with auditors and leadership.
Maintain documentation, workflows, and service standards.
Track engagement health, client satisfaction, and team performance.
Improve client-facing processes, tooling, and communication standards.