Customer Service Manager
About Agency Cybersecurity
Agency Cybersecurity is a fast-growing venture-backed startup providing best-in-class cybersecurity and compliance solutions. Our software and services simplify complex compliance frameworks including SOC2, ISO 27001, HIPAA, and others, empowering businesses to scale securely and confidently. We are 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)
Pay
$75,000 to $115,000 total comp, including annual bonus and benefits.
Role Overview
We are 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.
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
- Cook up 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
- 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