Customer Success Manager, Sr. Manager — Public Sector

Exiger • McLean, VA

8d • Hybrid

About The Position

Exiger partners with government agencies and organizations operating in complex, mission-critical environments where supply chain visibility, regulatory compliance, risk management, and operational resilience are essential. As our Public Sector business grows, we are expanding our Customer Success organization across Federal Civilian, the Department of War, the Defense Industrial Base, and related public-sector programs. We are seeking a Customer Success Manager, Sr. Manager — Public Sector to serve as the primary post-sale strategic partner for a portfolio of customers. Reporting to Public Sector Customer Success leadership, you will drive onboarding, platform adoption, value realization, retention, and long-term account success. You will develop trusted relationships across customer organizations, translate mission priorities into actionable success plans, and coordinate with Product, Delivery, Support, Analytics, and Sales to achieve measurable outcomes. Depending on the needs of each account, you will deliver strategic, high-touch support or leverage scalable engagement programs, enablement resources, and self-service tools to accelerate time to value. This role is ideal for a proactive, customer-focused professional who enjoys building relationships, navigating complex stakeholder environments, and translating technology into meaningful mission outcomes. The successful candidate will be comfortable balancing strategic account leadership with hands-on execution in a fast-paced AI powered environment – where moving with urgency, adapting quickly, and helping our customers stay ahead of evolving threats are essential to mission success.

Requirements

• Three to five years of experience in Customer Success, Account Management, and Technical Account Management with another customer-facing role.
• Experience supporting public sector, especially Federal Civilian, the Department of War, or the Defense Industrial Base.
• Experience managing customer relationships in a SaaS, GovTech, data, analytics, or technology-enabled environment.
• Demonstrated ability to build trusted relationships with customer stakeholders and executive leadership.
• Experience driving customer onboarding, adoption, retention, renewals, or other measurable Customer Success outcomes.
• Strong written and verbal communication skills, including the ability to deliver presentations, training, customer meetings, and executive briefings.
• Ability to learn technical concepts and communicate them clearly to both technical and nontechnical audiences.
• Strong organizational skills with the ability to manage multiple customers, priorities, and deadlines simultaneously.
• Ability to interpret customer usage and engagement data and translate it into actionable strategies.
• Ability to work independently and collaboratively in a fast-paced, cross-functional environment.
• Bachelor’s degree.

Nice To Haves

• Familiarity with SaaS platforms, Customer Success methodologies, customer lifecycle management, and scalable engagement models.
• Experience creating customer onboarding, education, training, or self-service enablement content.
• Experience supporting renewals, revenue retention, or account expansion.
• Exposure to supply chain risk, third-party risk, compliance, cybersecurity, fraud, investigations, procurement, or public sector contracting.
• Experience working with CRM and Customer Success platforms such as Salesforce, Gainsight, or similar tools.

Responsibilities

• Manage a portfolio of Public Sector customer accounts, serving as the primary post-sale point of contact and trusted advisor.
• Build strong relationships with Public Sector stakeholders, program leaders, mission owners, analysts, technical users, and executive sponsors.
• Lead customer meetings, status updates, workshops, executive briefings, and business reviews that clearly demonstrate progress, outcomes, and value.
• Develop tailored success and adoption plans that align Exiger’s platform capabilities with each customer’s mission priorities and business objectives.
• Create and maintain repeatable engagement programs, enablement materials, and self-service resources that accelerate adoption and time to value.
• Monitor customer health, platform usage, stakeholder engagement, adoption, satisfaction, and renewal timelines across assigned accounts.
• Proactively identify risks to adoption, customer satisfaction, and retention, then develop and execute mitigation plans in partnership with internal stakeholders.
• Drive retention and support successful renewals by documenting outcomes, demonstrating measurable value, and maintaining alignment with evolving customer priorities.
• Identify opportunities to expand platform adoption, use cases, and stakeholder engagement within existing accounts.
• Partner cross-functionally with Product, Support, Delivery, Analytics, Sales, and Customer Success Operations to resolve issues, address customer needs, and continually improve the customer experience.

Benefits

• Discretionary Time Off with no maximum
• Industry-leading medical, dental, and vision benefits
• Competitive compensation
• 16 weeks of fully paid parental leave
• A flexible hybrid work environment
• Wellness stipends and programming that support your well-being
• Career development opportunities and education reimbursement to help you keep growing

What This Job Offers

• Job Type: Full-time
• Career Level: Manager