Customer Success Manager
About the job
- At least 5 years of experience in customer service, customer success, or account management; people-management experience is preferred.
- Prior experience in B2B SaaS, professional services, consulting, or compliance-adjacent environments.
- Experience managing or leading coordinators, associates, or junior account staff.
- Ability to manage multiple concurrent client engagements with competing priorities.
- Strong written and verbal communication skills with executive-level clients.
- Highly organized, detail-oriented, and process-driven.
- 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.
- Familiarity with tools such as Asana, Jira, Monday, Salesforce, HubSpot, or similar.
- Exposure to compliance frameworks such as SOC 2, ISO 27001, HIPAA, or CMMC.
- Background in startups or fast-growing professional services firms.
About the company
Agency Cybersecurity provides personalized managed cybersecurity services on a subscription basis for individuals, professionals, and families, including dark web monitoring, next-gen antivirus, personal information removal, and 24/7 security monitoring, with software installed on the client’s devices and managed by a US-based team. The software runs in the background on the client’s devices while a real-time US security team watches for threats and responds to incidents, keeping the client’s device control and privacy intact. It differentiates itself with real-time monitoring by a US team, a Cyber Guarantee up to $1 million backed by two insurers, a privacy-first approach, and a partnership with CrowdStrike to strengthen endpoint protection. The goal is to deliver enterprise-grade, personalized security that protects clients’ online presence through proactive monitoring and incident response while providing financial assurance through the Cyber Guarantee.
Company Size
11-50
Company Stage
Seed
Total Funding
$130K
Headquarters
New York City, New York
Founded
2020
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Simplify's Take
What believers are saying
- Agency's April 2026 and August 2026 pages show active demand for compliance and demo requests.
- CISA's 2026 cuts and three-day vulnerability deadline boost demand for outsourced response services.
- CrowdStrike's expanding platform strengthens Agency's endpoint, cloud, and threat-intelligence positioning.
What critics are saying
- Agency ended new Cyber Guarantee sales January 1, 2026, weakening a core differentiator.
- Existing guarantee and identity-theft coverages terminate June 1, 2026, inviting customer churn.
- Heavy dependence on third-party tools like CrowdStrike compresses margins and reduces product control.
What makes Agency Cybersecurity unique
- Agency bundles U.S.-based forward-deployed engineers with compliance execution across SOC 2, HIPAA, and CMMC.
- Its 2023 CrowdStrike integration added Falcon endpoint protection into managed cybersecurity workflows.
- Agency markets privacy-first, personalized security with human monitoring instead of self-serve software alone.
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Benefits
- Paid Vacation
- Paid Holidays
- 401(k) Company Match
- Health Insurance
- Gym Membership
- Stock Options