Customer Service Manager

About the Company

Agency Cybersecurity is a 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.

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

Requirements

• 5+ years of experience in customer service, customer success, or account management
• Experience 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
• Strong written and verbal communication skills with executive-level clients
• Highly organized, detail-oriented, and process-driven

Preferred Qualifications

• Exposure to compliance frameworks (SOC 2, ISO 27001, HIPAA, CMMC, etc.)
• Familiarity with tools like Asana, Jira, Monday, Salesforce, or HubSpot
• 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