# Customer Service Manager
**Company:** [Agency](https://hotfix.jobs/companies/agency)
**Location:** New York, NY
**Salary:** $90K-$120K
**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 compliance engagements (SOC 2, ISO 27001, HIPAA), ensuring smooth execution, client satisfaction, and process improvements. Requires 5+ years in customer service/success with people management experience 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
- Familiarity with tools like Asana, Jira, Monday, Salesforce, HubSpot, or similar (preferred)

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

## Compensation and Benefits
- $90,000 to $120,000 total comp, including annual bonus and 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
**Apply:** https://hotfix.jobs/jobs/customer-service-manager-at-agency-ecf8c927-db39-4e70-bdf9-a103ee6ecae3
**Canonical:** https://hotfix.jobs/jobs/customer-service-manager-at-agency-ecf8c927-db39-4e70-bdf9-a103ee6ecae3