Customer Success Manager — Government “At Scale” Programs

Exiger•McLean, VA

7d•Hybrid

About The Position

Exiger is hiring a Manager, Customer Success — Government “At Scale” Programs to support a high-volume portfolio of government customers across Federal Civilian, Defense, and related public sector environments. Reporting to the Director of Government Customer Success, this role focuses on driving adoption and customer outcomes across many accounts through structured programs, self-service enablement, and scalable engagement strategies. The role develops repeatable onboarding materials, enablement content, best practices, and proactive engagement programs so customers can use Exiger’s platform confidently and independently while receiving consistent support. It balances customer interaction with operational execution and program development in a fast-moving SaaS environment.

Requirements

3–5 years of experience in Customer Success, Account Management, Program Management, Consulting, or related customer-facing roles.
Experience supporting government or public sector customers.
Experience managing multiple customer accounts simultaneously in a SaaS, GovTech, or technology-driven environment.
Strong written communication skills and the ability to create clear, customer-friendly enablement and training materials.
Ability to work independently, prioritize effectively, and operate in a fast-paced environment.
Strong organizational and operational execution skills.
Ability to interpret customer usage data and apply it to engagement and retention strategies.
Bachelor’s degree required.

Nice To Haves

Experience with government customers within Federal Civilian, Defense, and related public sector agencies.
Familiarity with SaaS platforms, customer lifecycle management, and scaled Customer Success models.
Experience creating customer education, onboarding, or self-service enablement content.
Exposure to supply chain risk, compliance, cybersecurity, or government contracting environments.

Responsibilities

Manage a large portfolio of government customer accounts with varying levels of engagement and maturity.
Segment customers based on maturity, risk, and adoption patterns.
Deliver consistent customer experiences through structured lifecycle management and scalable engagement strategies.
Prioritize outreach based on customer health, usage trends, and renewal timelines.
Partner with Customer Success Operations to improve workflows, reporting, customer segmentation, and operational scalability.
Support customers in achieving adoption goals and document, measure, and communicate realized business value across Exiger’s platform.
Create and maintain onboarding guides, training materials, FAQs, enablement content, and best-practice documentation.
Develop scalable customer programs, including webinars, office hours, knowledge-sharing sessions, and proactive communications.
Design repeatable engagement approaches that help customers navigate the platform with confidence.
Drive measurable improvements in customer adoption, engagement, retention, and time-to-value across the portfolio.
Identify risks proactively and execute targeted engagement plans to improve customer outcomes, drive retention, and support successful renewals.
Execute Customer Success playbooks, processes, and operational standards.
Maintain accurate account records, activity tracking, and forecasting inputs within CRM and Customer Success tools.
Partner with Product, Support, Delivery, and Analytics teams to resolve customer issues and improve the customer experience.