Customer Success Manager Government (Defense Industrial Base)

Customer Success Manager Government (Defense Industrial Base)

McLean, VA

Exiger transforms supply chains into a strategic advantage, advancing our mission to make the world a safer and more transparent place to succeed. Our AI platform, 1Exiger, delivers instant visibility into complex supplier ecosystems, leveraging proprietary data and advanced AI to surface risk, automate compliance, and unlock efficiencies and cost savings to strengthen long-term resilience. Trusted by 550+ global customers, including Fortune 500 companies and U.S. government agencies, Exiger is a recognized, award-winning leader in supply chain AI and a FedRAMP authorized provider to the federal government.

Exiger is a global leader in supply chain and third-party risk management technology and services. We empower organizations to make informed decisions by leveraging AI-driven risk intelligence, data analytics, and deep domain expertise. Exiger supports government agencies, defense contractors, and Fortune 500 organizations in identifying and mitigating risk across complex supply chains and ecosystems.

Exiger partners with government agencies and Defense Industrial Base (DIB) organizations operating in complex environments where supply chain visibility, compliance, and risk management are critical. As our Government business continues to grow, we are expanding our Customer Success team to support a growing portfolio of DIB customers. We are seeking a Customer Success Manager Government (Defense Industrial Base) to lead strategic customer engagement within the DIB. This role is responsible for driving customer adoption, retention, expansion, and operational success. Reporting to the Director of DIB Government Customer Success, this role is ideal for an early-to-mid career Customer Success professional who thrives in a fast-paced SaaS environment and enjoys building strong customer relationships while driving execution. The ideal candidate brings strong experience supporting U.S. defense contractors, federal programs, or supply chain risk initiatives, combined with a proven ability to manage executive relationships, lead cross-functional initiatives, and deliver measurable customer outcomes in a SaaS or technology-enabled environment.

Customer Relationship Management

• Manage day-to-day relationships across a portfolio of Defense Industrial Base customers
• Serve as a primary point of contact for customer questions, requests, and follow-up actions
• Build trusted working relationships with customer stakeholders and users
• Ensure customers are successfully adopting and utilizing Exiger's platform

Onboarding & Adoption

• Support customer onboarding and implementation activities in partnership with Delivery and Product teams
• Conduct customer check-ins, training sessions, and platform walkthroughs
• Help customers understand key workflows, features, and best practices
• Monitor customer health metrics, usage trends, and engagement indicators to proactively identify risks and opportunities

Strategic Growth & Expansion

• Track customer health, renewal timelines, and engagement activities across assigned accounts
• Proactively identify and escalate risks to customer satisfaction or retention
• Support renewal and expansion conversations alongside Sales and leadership teams
• Maintain accurate customer records, notes, and activity tracking within CRM systems

Cross-Functional Collaboration

• Partner closely with Product, Support, Delivery, and Analytics teams to resolve customer issues
• Help coordinate internal follow-up on customer requests and action items
• Share customer feedback and recurring themes to help improve the customer experience

Operational Support

• Execute against Customer Success processes, playbooks, and engagement standards
• Support reporting and account reviews with accurate customer data and updates
• Contribute to improving repeatable customer engagement and onboarding practices

Required:

• 35 years of experience in Customer Success, Account Management, Consulting, or related customer-facing roles
• Experience working in SaaS, GovTech, cybersecurity, compliance, risk, or related technology environments
• Strong communication and relationship management skills
• Highly organized with the ability to manage multiple customers and priorities simultaneously
• Comfortable working cross-functionally in a fast-moving environment
• Ability to learn technical concepts and communicate them clearly to customers

Preferred:

• Experience supporting government, Defense Industrial Base, or Aerospace & Defense customers
• Familiarity with SaaS platforms, onboarding, or customer lifecycle management
• Exposure to supply chain risk, compliance, cybersecurity, or government contracting environments
• Bachelor's degree required

Why Exiger

• Work directly with mission-driven government and DIB customers
• Gain experience in a rapidly growing GovTech and risk management environment
• Develop foundational Customer Success skills within a high-growth SaaS company
• Be part of a collaborative team focused on customer outcomes and operational excellence

Why You'll Love Working at Exiger

• High-performance culture rooted in accountability and collaboration
• Discretionary Time Off (no maximum)
• Industry-leading health, vision, and dental benefits
• Competitive compensation
• 16 weeks fully paid parental leave
• Flexible hybrid work environment
• Wellness stipends and programming
• Career development and education reimbursement