Customer Success Manager — Department of War

Exiger•McLean, VA

6d•Hybrid

About The Position

Exiger is hiring an Associate Director, Customer Success to support a portfolio of Department of War customers. Reporting to the SVP of Government Customer Success, this is a hands-on, execution-focused individual contributor role responsible for customer outcomes, adoption, account health, and program success. The role partners with internal Delivery, Product, Analytics, and Sales teams to meet customer and mission requirements. The position is based in McLean, Virginia, in a hybrid work environment.

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 customer 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.
Coordinate with Delivery, Product, and Analytics teams to support program execution.
Serve as a primary point of contact for customer stakeholders and program teams.
Build 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.