Customer Success Manager — Department of War

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. 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 • E