Associate Director, Customer Success — Government (Department of War)

Exiger•McLean, VA

6d•Hybrid

About The Position

Exiger partners with U.S. government customers operating in high-stakes environments where operational execution, risk visibility, and mission outcomes matter. Our Government business continues to grow rapidly, and Customer Success is central to delivering consistent, measurable value across Department of War programs. We are hiring an Associate Director, Customer Success, reporting to the SVP of Government Customer Success, to support a portfolio of Department of War customers. This is a hands-on, execution-focused role responsible for driving day-to-day customer outcomes, adoption, and program success. You will operate as a high-accountability individual contributor, owning the health and performance of your accounts while partnering closely with internal teams to deliver against mission requirements.

Requirements

6–10 years of experience in Customer Success, Account Management, Consulting, or related roles
Experience supporting Department of War customers
Demonstrated ability to manage customer relationships and drive execution in complex environments
Strong organizational skills and ability to manage multiple priorities
Clear communication skills and ability to translate technical concepts
Bachelor’s degree required

Nice To Haves

Experience with SaaS, data platforms, or analytics-driven solutions
Familiarity with supply chain risk, compliance, or government contracting
Experience supporting renewals or revenue retention

Responsibilities

Own day-to-day execution across a portfolio of Department of War customer engagements
Ensure successful onboarding, adoption, and ongoing use of Exiger’s platform
Drive follow-through on customer commitments, action items, and deliverables
Identify and resolve risks to customer success early, escalating when needed
Support program execution by coordinating across Delivery, Product, and Analytics teams
Serve as a primary point of contact for customer stakeholders and program teams
Build strong working relationships with mission owners, analysts, and technical users
Support customer meetings, status updates, and business reviews with clear, data-driven insights
Translate customer needs into actionable next steps for internal teams
Support renewals and retention across assigned accounts
Track account health, usage, and engagement to identify risks and opportunities
Partner with Sales on expansion opportunities and account planning
Maintain accurate account data, renewal timelines, and forecasting inputs
Follow and contribute to Customer Success playbooks and engagement models
Track KPIs related to adoption, usage, and customer outcomes
Document customer feedback and recurring issues to improve processes
Support internal reporting, account reviews, and operational cadences
Develop working knowledge of Exiger’s platform, data, and supply chain risk use cases
Support customers in applying the platform to real-world mission challenges
Stay informed on Department of War priorities, compliance requirements, and risk trends