Customer Success Manager — Federal Civilian

Exiger•McLean, VA

1d•Hybrid

About The Position

Exiger partners with Federal Civilian agencies operating in increasingly complex environments where supply chain visibility, compliance, and operational resilience are mission critical. As our Government business continues to grow, we are expanding our Customer Success organization to deepen partnerships with agencies across the Federal Civilian landscape. We are hiring a Customer Success Manager – Federal Civilian to serve as the primary post-sale relationship owner for a portfolio of Federal Civilian customers. Reporting to the Director of Government Customer Success, this role is responsible for driving customer adoption, value realization, retention, and long-term success across Exiger's platform. Success in this role comes from building trusted relationships with government stakeholders, understanding agency priorities, and partnering across Product, Delivery, Support, and Sales to ensure customers achieve measurable mission outcomes. You will serve as a strategic advisor, helping customers maximize the value of Exiger's platform while identifying opportunities to expand adoption and strengthen long-term partnerships. This role is ideal for someone who enjoys building executive relationships, solving complex customer challenges, and serving as a trusted partner to government organizations in a fast-moving SaaS environment.

Requirements

3–5 years of experience in Customer Success, Account Management, Technical Account Management, Consulting, Program Management, or other customer-facing roles.
Experience supporting Federal Civilian agencies or other government customers.
Experience managing customer relationships within a SaaS, GovTech, or technology-driven environment.
Demonstrated ability to build trusted relationships with government stakeholders and executive leadership.
Strong verbal and written communication skills with experience delivering presentations, training, and executive briefings.
Experience driving customer adoption, retention, renewals, or customer success outcomes.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Ability to interpret customer usage metrics and translate data into actionable engagement strategies.
Bachelor's degree

Nice To Haves

Experience supporting Federal Civilian agencies such as DHS, CBP, FEMA, VA, HHS, Treasury, GSA, or other civilian organizations.
Familiarity with Customer Success methodologies, customer lifecycle management, and executive business reviews.
Experience supporting supply chain risk, compliance, cybersecurity, fraud, investigations, procurement, or government technology solutions.
Experience working with CRM and Customer Success platforms such as Salesforce, Gainsight, or similar tools.

Responsibilities

Manage a portfolio of Federal Civilian customer accounts, serving as the primary post-sale relationship owner.
Develop trusted relationships with government stakeholders, program leadership, and executive sponsors.
Lead customer onboarding, adoption planning, and ongoing engagement to ensure successful platform utilization.
Conduct regular business reviews to communicate customer value, platform usage, key outcomes, and future opportunities.
Partner with customers to understand evolving mission priorities and align Exiger's platform to support those objectives.
Monitor customer health, product adoption, and engagement metrics to proactively identify risks and develop mitigation plans.
Drive customer retention and support successful renewals through consistent engagement and value realization.
Partner with Product, Support, Delivery, Analytics, and Sales teams to resolve customer issues and improve the overall customer experience.
Advocate for customer needs by communicating product feedback, enhancement requests, and emerging use cases to internal stakeholders.
Maintain accurate customer activity, account plans, renewal forecasts, and engagement history within CRM and Customer Success platforms.
Support expansion opportunities by identifying additional customer needs and partnering with Sales on account growth strategies.
Represent Exiger as a trusted advisor during customer meetings, executive briefings, workshops, and other strategic engagements.