Senior Customer Success Manager, Team Lead – Compliance SaaS

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

Benefits offered by this job

10 days PTO

11 paid federal holidays

401(k) with 4% company match

Monthly healthcare stipend

Weekly team lunches and in-office_snac

Stock options grants after year 2

Job summary

Agency Cybersecurity in the United States seeks a Customer Service Manager to lead and scale the client service function for compliance engagements. You will manage a team of Account Coordinators and own the end-to-end client service delivery from onboarding through audit completion.

You'll ensure engagements stay on track, support executive-level clients, and coordinate with compliance analysts, auditors, and leadership.

Qualifications

• 5+ years in customer service, customer success, or account management, with people management experience.
• Experience in B2B SaaS, professional services, or compliance-adjacent environments.

Responsibilities

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

Skills

Team leadership

Customer success

Project management

B2B SaaS

Executive communication

Tools

Asana

Jira

Monday.com

Salesforce

HubSpot

Job description

Agency Cybersecurity in the United States seeks a Customer Service Manager to lead and scale the client service function for compliance engagements. You will manage a team of Account Coordinators and own the end-to-end client service delivery from onboarding through audit completion.

You'll ensure engagements stay on track, support executive-level clients, and coordinate with compliance analysts, auditors, and leadership.