Customer Service Manager

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 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

Nice to Have

• Familiarity with tools like Asana, Jira, Monday, Salesforce, HubSpot, or similar
• Exposure to compliance frameworks (SOC 2, ISO 27001, HIPAA, CMMC, etc.)
• Background in startups or fast-growing professional services firms

Compensation

• $75,000 to $115,000 total comp, including annual bonus and benefits