Customer Service Manager

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.

• →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

• 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)

• Exposure to compliance frameworks (SOC 2, ISO 27001, HIPAA, CMMC, etc.)
• Background in startups or fast-growing professional services firms