Customer Success Manager — Government “At Scale” Programs

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 “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    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    Preferred    Experience 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    Bachelor’s degree required    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    #Li-Hybrid    Exiger is named a Leader in the Gartner ®  Magic Quadrant™ for Suppl