Customer Success Manager — Defense Industrial Base
About The Position
Exiger is seeking a Customer Success Manager to support a growing portfolio of Defense Industrial Base (DIB) customers and other public-sector customers. Based in McLean, Virginia, this hybrid role leads strategic customer engagement and drives adoption, retention, expansion, and operational success for Exiger’s supply chain and third-party risk management technology. The Customer Success Manager manages day-to-day customer relationships, supports onboarding and implementation, and helps customers successfully use Exiger’s platform. The role monitors customer health and engagement, supports renewal and expansion activity, coordinates customer requests across internal teams, and contributes to consistent customer success processes. It reports to the Director of DIB Government Customer Success and is intended for an early-to-mid-career customer success professional. The successful candidate will bring experience supporting defense contractors, federal programs, or supply chain risk initiatives and the ability to manage stakeholder relationships and deliver 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.
- Strong organizational skills and ability to manage multiple customers and priorities simultaneously.
- Comfort working cross-functionally in a fast-moving environment.
- Ability to learn technical concepts and communicate them clearly to customers.
- Bachelor’s degree required.
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.
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.
- Help customers adopt and use Exiger’s platform successfully.
- Support customer onboarding and implementation in partnership with Delivery and Product teams.
- Conduct customer check-ins, training sessions, and platform walkthroughs.
- Explain key workflows, features, and best practices to customers.
- Monitor customer health metrics, usage trends, and engagement indicators to identify risks and opportunities.
- Track customer health, renewal timelines, and engagement activities across assigned accounts.
- 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 in CRM systems.
- Partner with Product, Support, Delivery, and Analytics teams to resolve customer issues.
- Coordinate internal follow-up on customer requests and action items.
- Share customer feedback and recurring themes to help improve the customer experience.
- Execute 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.
Benefits
- Discretionary Time Off with no maximum.
- Industry-leading health, vision, and dental benefits.
- Competitive compensation.
- 16 weeks of fully paid parental leave.
- Flexible hybrid work environment.
- Wellness stipends and programming.
- Career development and education reimbursement.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
