Customer Success Manager — Government (Defense Industrial Base)

Exiger•McLean, VA

16h•Hybrid

About The Position

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.

Requirements

3–5 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

Nice To Haves

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

Responsibilities

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
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
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
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
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