Customer Success Manager - Government "At Scale" ProgramsLocation 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
- 16 weeks fully paid parental leave
- Flexible hybrid work environment
- Wellness stipends and programming
- Career development and education reimbursement
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