Customer Service Manager

About Agency Cybersecurity:

Agency Cybersecurity is fast growing ventured back 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 engagementsOwn the client service delivery experience from onboarding through audit completionEnsure engagements remain on track with timelines, deliverables, and client expectationsAct as the escalation point for complex client issues, blockers, or timeline risksCoordinate closely with compliance analysts, auditors, and leadership to unblock workMaintain clear internal documentation, workflows, and service standardsTrack engagement health, client satisfaction, and team performance metricsContinuously 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 managerPrior experience in B2B SaaS, professional services, consulting, or compliance-adjacent environmentsExperience managing or leading coordinators, associates, or junior account staffComfortable managing multiple concurrent client engagements with competing prioritiesStrong written and verbal communication skills with executive-level clientsHighly organized, detail-oriented, and process-drivenFamiliarity 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 holidays401(k) with 4% company matchMonthly healthcare stipendGym membership stipendWeekly team lunches and in-office snacksEligible for stock options grants after year 2