Customer Success Manager — Defense Industrial Base

Exiger • McLean, VA

4d • Hybrid

About The Position

Exiger is seeking a Customer Success Manager to support Public Sector customers, including Defense Industrial Base organizations. Based in McLean, Virginia, this hybrid role manages strategic customer engagement and drives adoption, retention, expansion, and operational success across a portfolio of DIB customers. The role reports to the Director of DIB Government Customer Success and is suited to an early-to-mid-career professional who can build strong customer relationships and execute in a fast-paced SaaS environment.

The Customer Success Manager supports customers throughout onboarding and implementation, helps them understand and use Exiger’s platform, monitors account health and engagement, and coordinates with internal teams to resolve issues and act on customer feedback. The role also supports renewal and expansion discussions, maintains accurate CRM records, and contributes to repeatable customer success practices.

Exiger describes itself as an AI partner for supply chain and procurement automation. Its platform and services help government agencies, defense contractors, and commercial organizations manage supply-chain and third-party risk.

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.
• 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.
• Ensure customers successfully adopt and use Exiger’s platform.
• Support customer onboarding and implementation 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 identify risks and opportunities proactively.
• 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 (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.

What This Job Offers

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