Customer Success Manager - Government "At Scale" Programs

Exiger; Richmond (VA); Hybrid; USD 90,000 - 115,000; Full time

Benefits offered by this job

Discretionary Time Off

Industry-leading health, vision, and dental benefits

16 weeks fully paid parental leave

Job summary

Exiger is seeking a Customer Success Manager for Government "At Scale" Programs located in McLean or Richmond, VA. This role involves managing a large portfolio of government customers to drive adoption and outcomes through structured engagement strategies.

The ideal candidate has a background in Customer Success or Account Management with experience in government or public sector environments. Strong communication and organizational skills are essential.

Enjoy a flexible hybrid work environment with competitive benefits and a high-performance culture focused on collaboration and accountability.

Qualifications

• 3-5 years of experience in Customer Success, Account Management, or related roles.
• Experience in managing multiple customer accounts simultaneously.
• Ability to work independently and prioritize effectively.

Responsibilities

• Manage a large portfolio of government customer accounts.
• Deliver consistent customer experiences through lifecycle management.
• Create onboarding guides and training materials.

Skills

Customer Success

Account Management

Program Management

Strong written communication

Organizational skills

Education

Bachelor’s degree

Job description

Who We Are

Exiger transforms supply chains into a strategic advantage, advancing our mission to make the world a safer and more transparent place. Our AI platform, 1Exiger, delivers instant visibility into complex supplier ecosystems, leveraging proprietary data and advanced AI to surface risk, automate compliance, and unlock efficiencies and cost savings to strengthen long‑term resilience. Trusted by 550+ global customers—including Fortune 500 companies and U.S. government agencies—Exiger is a recognized, award‑winning leader in supply chain AI and a FedRAMP‑authorized provider to the federal government.

Customer Success Manager – Government “At Scale” Programs

Location: McLean, VA; Richmond, VA

Work Environment: Hybrid

Role Summary: Exiger partners with government organizations operating in complex environments where supply chain visibility, compliance, and operational resilience are increasingly critical. As our government business grows, we are expanding our Customer Success organization to support a broader portfolio of customers through scalable, repeatable engagement models. We are 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 is designed for a customer success professional who excels at driving adoption and outcomes across many accounts through structured programs, self‑service enablement, and scalable engagement strategies. Success in this position comes from the ability to create clarity, consistency, and customer value at scale. You will help customers succeed by developing repeatable onboarding materials, enablement content, best practices, and proactive engagement programs that empower customers to move quickly and independently while still feeling highly supported. This role is ideal for someone who enjoys balancing customer interaction with operational execution and program development in a fast‑moving SaaS environment.

What You’ll Do

• Manage a large portfolio of government customer accounts with varying levels of engagement and maturity
• Segment customers based upon maturity, risk and adoption patterns
• Deliver consistent customer experiences through structured lifecycle management and scalable engagement strategies
• Prioritize outreach and engagement based on customer health, usage trends, and renewal timelines
• Partner with Customer Success Operations to improve workflows, reporting, customer segmentation, and operational scalability across the Government CS organization.
• Support customers in achieving adoption goals while continuously documenting, measuring, and communicating 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 successfully 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 against Customer Success playbooks, processes, and operational standards
• Maintain accurate account records, activity tracking, and forecasting inputs within CRM and CS tools
• Partner closely with Product, Support, Delivery, and Analytics teams to resolve customer issues and improve the customer experience

What You Need

Required

• 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 with the ability to create clear, customer‑friendly enablement and training materials
• Demonstrated ability to work independently, prioritize effectively, and operate in a fast‑paced environment
• Strong organizational and operational execution skill
• Ability to interpret customer usage data and apply it to engagement and retention strategies
• Bachelor’s degree required

Preferred

• Experience with government customers within the 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

Why Exiger

• Help scale Customer Success across a rapidly growing government customer base
• Build programs and resources that improve customer outcomes at scale
• Contribute to a modern, operationally mature Customer Success organization
• Work alongside mission‑driven teams supporting critical government initiatives

Why You’ll Love Working at Exiger

• High‑performance culture rooted in accountability and collaboration
• Discretionary Time Off (no maximum)
• Industry‑leading health, vision, and dental benefits
• Competitive compensation
• 16 weeks fully paid parental leave
• Flexible hybrid work environment
• Wellness stipends and programming
• Career development and education reimbursement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.