Customer Success Manager — Defense Industrial Base
McLean, VA, United StatesYesterday
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Key details
- Location
- McLean, VA, United States
- Work style
- Onsite
- Level
- Senior
- Experience
- 3–5 yrs
- Function
- Customer success & Support
- Focus area
- other
- Posted
- Yesterday
Skills
About the role
Who We Are:
Exiger is the AI partner for supply chain and procurement automation. Its centralized 1EXIGER.AI platform allows organizations to manage their entire operating network, from parts to suppliers, regulators, and customers, through an autonomous agentic workforce that learns, adapts, and augments with every decision. The AI-native platform, combined with the largest supply chain knowledge asset, empowers 550+ global customers, including 150 Fortune 500 and 80+ government and defense industrial organizations, to act first. Exiger is FedRAMP® authorized and a 2x Leader in Gartner® Magic Quadrant™ for Supplier Risk Management.
Customer Success Manager — Government
We are hiring multiple Customer Success Managers supporting Public Sector customers including but not limited to Defense Industrial Base or Department of War.
Location: McLean, VA
Work Environment: Hybrid
Role Summary
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.
What You’ll Do
Customer Relationship Management
- 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
Onboarding & Adoption
- 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
Strategic Growth & Expansion
- 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
Cross-Functional Collaboration
- 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
Operational Support
- 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
What You Need
Required:
- 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