Customer Success Manager - Department of War

Associate Director, Customer Success — Government (Department of War)

Location: McLean, VA

Work Environment: Hybrid

Role Summary:

Exiger partners with U.S. government customers operating in high-stakes environments where operational execution, risk visibility, and mission outcomes matter. Our Government business continues to grow rapidly, and Customer Success is central to delivering consistent, measurable value across Department of War programs.

We are hiring an Associate Director, Customer Success, reporting to the SVP of Government Customer Success, to support a portfolio of Department of War customers. This is a hands-on, execution-focused role responsible for driving day-to-day customer outcomes, adoption, and program success.

You will operate as a high-accountability individual contributor, owning the health and performance of your accounts while partnering closely with internal teams to deliver against mission requirements.

What You’ll Do:

Customer Execution & Delivery

• Own day-to-day execution across a portfolio of Department of War customer engagements
• Ensure successful onboarding, adoption, and ongoing use of Exiger’s platform
• Drive follow-through on customer commitments, action items, and deliverables
• Identify and resolve risks to customer success early, escalating when needed
• Support program execution by coordinating across Delivery, Product, and Analytics teams

Customer Partnership

• Serve as a primary point of contact for customer stakeholders and program teams
• Build strong working relationships with mission owners, analysts, and technical users
• Support customer meetings, status updates, and business reviews with clear, data-driven insights
• Translate customer needs into actionable next steps for internal teams

Renewals & Account Health

• Support renewals and retention across assigned accounts
• Track account health, usage, and engagement to identify risks and opportunities
• Partner with Sales on expansion opportunities and account planning
• Maintain accurate account data, renewal timelines, and forecasting inputs

Operational Support & Process Execution

• Follow and contribute to Customer Success playbooks and engagement models
• Track KPIs related to adoption, usage, and customer outcomes
• Document customer feedback and recurring issues to improve processes
• Support internal reporting, account reviews, and operational cadences

Platform & Domain Fluency

• Develop working knowledge of Exiger’s platform, data, and supply chain risk use cases
• Support customers in applying the platform to real-world mission challenges
• Stay informed on Department of War priorities, compliance requirements, and risk trends

What You Need:

Required

• 6–10 years of experience in Customer Success, Account Management, Consulting, or related roles
• Experience supporting Department of War customers
• Demonstrated ability to manage customer relationships and drive execution in complex environments
• Strong organizational skills and ability to manage multiple priorities
• Clear communication skills and ability to translate technical concepts

Preferred

• Experience with SaaS, data platforms, or analytics-driven solutions
• Familiarity with supply chain risk, compliance, or government contracting
• Experience supporting renewals or revenue retention
• Bachelor’s degree required

Why Exiger:

Exiger is transforming how governments identify and manage supply chain and software risk. In this role, you will work on mission-critical programs and help deliver real outcomes for government customers.

Why You’ll Love Working at Exiger:

• High-performance culture focused on accountability and teamwork
• 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

#Li-Hybrid