# Customer Service Manager

**Company:** [Agency](https://hotfix.jobs/companies/agency)
**Location:** Richmond, VA
**Role:** Customer Success
**Salary:** $75k – $115k/yr
**Experience:** 5+ years
**Skills:** Asana, Jira, Monday.Com, Salesforce, HubSpot, SOC 2, ISO 27001, HIPAA, Cmmc
**Posted:** 2026-01-27

> Leads a team of Account Coordinators to manage client service delivery for cybersecurity compliance engagements (SOC 2, ISO 27001, HIPAA), ensuring smooth execution from onboarding to audit completion. Requires 5+ years in customer service/account management, preferably as a people manager in B2B SaaS or consulting.

## Job Description

## 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

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