{"id":3107958,"url":"https://alion.io/job/agency-cybersecurity-customer-success-manager","title":"Customer Success Manager","company":{"id":1771777,"name":"Agency Cybersecurity","domain":"getagency.com","url":"https://alion.io/company/getagency","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":{"grade":"A","score":88,"open_postings":17,"ghost_share":0.118,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":114,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Richmond, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":75000,"max":90000,"currency":"USD","period":"year","gross":null,"usd_annual":90000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Asana","optional":false},{"name":"CMMC","optional":false},{"name":"HIPAA","optional":false},{"name":"HubSpot","optional":false},{"name":"ISO 27001","optional":false},{"name":"Jira","optional":false},{"name":"Salesforce","optional":false},{"name":"SOC 2","optional":false}],"status":"live","first_seen_at":"2026-10-22T19:47:01Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-30T23:57:06Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":6},"description":"About Agency Cybersecurity:\nAgency 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.\nLocation: 100% On-Site in Richmond, VA\nPosition Type: Full-Time, Salaried\nExperience Level: Mid-Senior (4+ years)\nCompensation: $75,000 to $90,000 total comp, including annual bonus and benefits.\nRole Overview\nWe’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.\nYou’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.\nKey Responsibilities\nManage and mentor a team of Account Coordinators supporting active compliance engagements\nOwn the client service delivery experience from onboarding through audit completion\nEnsure engagements remain on track with timelines, deliverables, and client expectations\nAct as the escalation point for complex client issues, blockers, or timeline risks\nCoordinate closely with compliance analysts, auditors, and leadership to unblock work\nMaintain clear internal documentation, workflows, and service standards\nTrack engagement health, client satisfaction, and team performance metrics\nContinuously improve client-facing processes, tooling, and communication standards\nIdeal Background\n5+ years of experience in customer service, customer success, or account management - 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