Customer Success Manager — Government “At Scale” Programs
McLean, Virginia, United States · Posted 1 month agoDescription
Who We Are:
Exiger transforms supply chains into a strategic advantage, advancing our mission to make the world a safer and more transparent place to succeed. 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 continues to grow, 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
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