Achilleion
Senior Customer Success Manager (Richmond)
Achilleion, Richmond, Virginia, United States, 23214
Senior Customer Success Manager (Richmond)
About Agency Cybersecurity: 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. Position Type:
Salaried, Full Time Experience Level:
10+ years in SaaS Customer Service, Success or Professional Services Leadership Compensation:
$75,000 - $85,000/year Key Responsibilities
Own the Customer Relationship: Serve as the senior point of contact for strategic accounts, managing executive relationships and ensuring satisfaction across all levels. Drive Business Outcomes: Understand customer goals, KPIs, and success metrics — translating them into actionable success plans that align with our platform and services. Strategic Account Management: Lead renewal and expansion discussions, identify growth opportunities, and partner with Sales and Delivery teams on upsell motions. Operational Excellence: Ensure seamless onboarding, timely project delivery, and proactive communication across internal and external stakeholders. Advocate for the Customer: Act as the internal voice of the customer — driving product feedback, service improvement, and client-driven innovation. Mentor and Lead: Provide guidance and coaching to junior CSMs and professional service managers to elevate customer experience across the organization. Qualifications
10+ years in SaaS or technology-driven Customer Success, Account Management, or Professional Services roles. Proven track record of managing enterprise or high-growth startup accounts with complex technical implementations or compliance programs. Deep understanding of SaaS business models, B2B customer lifecycles, and value realization frameworks. Strong organizational and communication skills, with executive-level presence. Experience working cross-functionally with technical, security, or compliance teams preferred. Bachelor’s degree required; advanced degree or relevant certifications (e.g., PMP, CSM, SuccessHacker, ITIL) a plus. This role is 100% on-site. What We Offer
10 PTO days + 11 paid federal holidays 401(k) with 4% match Monthly healthcare stipend Frequent team lunches, events, and career coaching Fast-paced environment with real ownership from Day 1
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About Agency Cybersecurity: 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. Position Type:
Salaried, Full Time Experience Level:
10+ years in SaaS Customer Service, Success or Professional Services Leadership Compensation:
$75,000 - $85,000/year Key Responsibilities
Own the Customer Relationship: Serve as the senior point of contact for strategic accounts, managing executive relationships and ensuring satisfaction across all levels. Drive Business Outcomes: Understand customer goals, KPIs, and success metrics — translating them into actionable success plans that align with our platform and services. Strategic Account Management: Lead renewal and expansion discussions, identify growth opportunities, and partner with Sales and Delivery teams on upsell motions. Operational Excellence: Ensure seamless onboarding, timely project delivery, and proactive communication across internal and external stakeholders. Advocate for the Customer: Act as the internal voice of the customer — driving product feedback, service improvement, and client-driven innovation. Mentor and Lead: Provide guidance and coaching to junior CSMs and professional service managers to elevate customer experience across the organization. Qualifications
10+ years in SaaS or technology-driven Customer Success, Account Management, or Professional Services roles. Proven track record of managing enterprise or high-growth startup accounts with complex technical implementations or compliance programs. Deep understanding of SaaS business models, B2B customer lifecycles, and value realization frameworks. Strong organizational and communication skills, with executive-level presence. Experience working cross-functionally with technical, security, or compliance teams preferred. Bachelor’s degree required; advanced degree or relevant certifications (e.g., PMP, CSM, SuccessHacker, ITIL) a plus. This role is 100% on-site. What We Offer
10 PTO days + 11 paid federal holidays 401(k) with 4% match Monthly healthcare stipend Frequent team lunches, events, and career coaching Fast-paced environment with real ownership from Day 1
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