Customer Success Manager — Government “At Scale” Programs

Who We Are:

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.

Customer Success Manager — Government “At Scale” Programs

Location

McLean, VA; Richmond, VA

Work Environment

Hybrid

Role Summary

Exiger partners with government organizations operating in complex environments where supply chain visibility, compliance, and operational resilience are increasingly critical. As our Government business continues to grow, we are expanding our Customer Success organization to support a broader portfolio of customers through scalable, repeatable engagement models.

We are hiring a Manager, Customer Success — Government “At Scale” Programs to support a high-volume portfolio of government customers across Federal Civilian, Defense, and related public sector environments. Reporting to the Director of Government Customer Success, this role is designed for a customer success professional who excels at driving adoption and outcomes across many accounts through structured programs, self-service enablement, and scalable engagement strategies.

Success in this position comes from the ability to create clarity, consistency, and customer value at scale. You will help customers succeed by developing repeatable onboarding materials, enablement content, best practices, and proactive engagement programs that empower customers to move quickly and independently while still feeling highly supported.

This role is ideal for someone who enjoys balancing customer interaction with operational execution and program development in a fast-moving SaaS environment.

What You’ll Do

Manage a large portfolio of government customer accounts with varying levels of engagement and maturity

Segment customers based upon maturity, risk and adoption patterns

Deliver consistent customer experiences through structured lifecycle management and scalable engagement strategies

Prioritize outreach and engagement based on customer health, usage trends, and renewal timelines

Partner with Customer Success Operations to improve workflows, reporting, customer segmentation, and operational scalability across the Government CS organization.

Support customers in achieving adoption goals while continuously documenting, measuring, and communicating realized business value across Exiger’s platform

Create and maintain onboarding guides, training materials, FAQs, enablement content, and best-practice documentation

Develop scalable customer programs including webinars, office hours, knowledge-sharing sessions, and proactive communications

Design repeatable engagement approaches that help customers successfully navigate the platform with confidence

Drive measurable improvements in customer adoption, engagement, retention, and time-to-value across the portfolio.

Identify risks proactively and execute targeted engagement plans to improve customer outcomes, drive retention, and support successful renewals.

Execute against Customer Success playbooks, processes, and operational standards

Maintain accurate account records, activity tracking, and forecasting inputs within CRM and CS tools

Partner closely with Product, Support, Delivery, and Analytics teams to resolve customer issues and improve the customer experience

What You Need

Required

3–5 years of experience in Customer Success, Account Management, Program Management, Consulting, or related customer-facing roles

Experience supporting government or public sector customers

Experience managing multiple customer accounts simultaneously in a SaaS, GovTech, or technology-driven environment

Strong written communication skills with the ability to create clear, customer-friendly enablement and training materials

Demonstrated ability to work independently, prioritize effectively, and operate in a fast-paced environment

Strong organizational and operational execution skill

Ability to interpret customer usage data and apply it to engagement and retention strategies

Preferred

Experience government customers within the Federal Civilian, Defense, and related public sector agencies

Familiarity with SaaS platforms, customer lifecycle management, and scaled Customer Success models

Experience creating customer education, onboarding, or self-service enablement content

Exposure to supply chain risk, compliance, cybersecurity, or government contracting environments

Bachelor’s degree required

Why Exiger

Help scale Customer Success across a rapidly growing government customer base

Build programs and resources that improve customer outcomes at scale

Contribute to a modern, operationally mature Customer Success organization

Work alongside mission-driven teams supporting critical government initiatives

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

#Li-Hybrid

Exiger is named a Leader in the Gartner ® Magic Quadrant™ for Supplier Risk Management, twice selected as one of Fast Company's 'Brands That Matter,' and recipient of the Third Party Risk Association's Innovator Award, Exiger's technology has been recognized by leading analyst evaluations and 50+ awards. Learn more at Exiger.com and follow Exiger on LinkedIn .

At Exiger, our values define how we work and why we lead. We are mission-inspired, imagination-driven, trust-anchored, and compassion-focused—committed to building technology that makes the world safer, more transparent, and more resilient.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Exiger’s hybrid work policy is periodically reviewed and adjusted to align with evolving business needs.