Customer Service Manager

Agency Cybersecurity

Richmond, VA

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JOB DETAILS

SKILLS

Atlassian JIRA, Business-to-Business (B2B), Communication Skills, Consulting, Continuous Improvement, Customer Experience, Customer Relations, Customer Satisfaction, Customer Service Management, Customer Support/Service, Detail Oriented, Documentation, HIPAA (Health Insurance Portability and Accountability Act), Healthcare, ISO (International Organization for Standardization), Internet Security, Leadership, Machine Tool, Maintain Compliance, Mentoring, Onboarding, Organizational Skills, People Management, Performance Metrics, Presentation/Verbal Skills, Professional Services, Project/Program Management, Sales Management, Salesforce.com, Service Delivery, Software as a Service (SaaS), Startup, Team Lead/Manager, Writing Skills

LOCATION

Richmond, VA

POSTED

Today

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, empoweringbusinesses 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

Customer Service Manager

Agency Cybersecurity

Richmond, VA

About the Company

Agency Cybersecurity

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