Agency Cybersecurity
Senior Customer Success Manager (Richmond)
Agency Cybersecurity, Richmond, Virginia, United States, 23214
Senior Customer Success Manager (Richmond)
Agency Cybersecurity
is a fast‑growing venture‑backed startup that delivers best‑in‑class cybersecurity and compliance solutions. Our software and services simplify complex compliance frameworks such as SOC2, ISO 27001, HIPAA, and more, enabling businesses to scale securely. We 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 per year
About the Role
We are seeking an experienced Senior Customer Success Manager to lead strategic relationships with high‑value SaaS and compliance clients. The role is hands‑on and based in Richmond, with the flexibility to work from other hub offices (NYC or Boston) as required. You will collaborate closely with technical, compliance, and operations teams to drive adoption, retention, and growth across our enterprise customer base.
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: Translate customer goals, KPIs, and success metrics 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 the customer experience throughout the organization.
Qualifications
10+ years in SaaS or technology‑driven Customer Success, Account Management, or Professional Services roles.
Proven track record 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 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
Referrals increase your chances of interviewing at Agency Cybersecurity by 2x.
#J-18808-Ljbffr
is a fast‑growing venture‑backed startup that delivers best‑in‑class cybersecurity and compliance solutions. Our software and services simplify complex compliance frameworks such as SOC2, ISO 27001, HIPAA, and more, enabling businesses to scale securely. We 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 per year
About the Role
We are seeking an experienced Senior Customer Success Manager to lead strategic relationships with high‑value SaaS and compliance clients. The role is hands‑on and based in Richmond, with the flexibility to work from other hub offices (NYC or Boston) as required. You will collaborate closely with technical, compliance, and operations teams to drive adoption, retention, and growth across our enterprise customer base.
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: Translate customer goals, KPIs, and success metrics 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 the customer experience throughout the organization.
Qualifications
10+ years in SaaS or technology‑driven Customer Success, Account Management, or Professional Services roles.
Proven track record 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 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
Referrals increase your chances of interviewing at Agency Cybersecurity by 2x.
#J-18808-Ljbffr