Customer Success Manager
Agencycyber Open · verified Oct 24, 2026 At a glance
Manager-level Customer Success role at Agencycyber. Richmond · full-time · $75,000–$90,000 base.
growthroles summary, based on the employer's posting.
What you'll do
- Lead and coach Account Coordinators handling day-to-day work across active compliance engagements
- Guide each client engagement from kickoff through audit completion, keeping delivery aligned with timelines and expectations
- Step in on complex client problems, work blockers and risks to delivery schedules
- Coordinate with compliance analysts, auditors and leaders to keep client work moving
- Monitor engagement health, satisfaction and team results, then improve workflows and client communications
What you bring
- At least five years in customer service, customer success or account management, preferably with people-management experience
- You have led coordinators, associates or junior account staff and can juggle several client engagements at once
- Experience in B2B SaaS, consulting, professional services or a compliance-adjacent setting
- Strong written and verbal communication, including with executive-level clients
Who this fits
This is a mid-to-senior team management role for someone who enjoys guiding coordinators while overseeing multiple client engagements. You’ll work full time on-site in Richmond, Virginia.
From the employer
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, 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 $90,000 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 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
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