Customer SuccessDirector - Government

Customer SuccessDirector - Government

Location: McLean, VA

Work Environment:Hybrid

Role Summary:

Exigerpartners with U.S. government customersoperatingin complex, high-consequence environments where decisions matter, risk is real, and outcomes carry national significance. OurGovernmentbusiness is one of the fastest-growing parts of the company, and Customer Success playsa central rolein how we scale that impact.

We are hiring aCustomer Success Director, reporting to the SVP of Government Customer Success, to serve as a senior individual contributor driving impact across Department of War, Federal Civilian, Intelligence Community, and Aerospace & Defense customers.

Thisis a senior, high-ownership position responsible for leading strategic government programs, owning revenue outcomes, and contributing to how Government Customer Successoperatesand scales.

This is a builder's role, not passive account oversight. You will own a portfolio of complex, high-visibility government accounts while helping shape standards, approaches, and operating rhythms across the function.

What You'll Do:

• Strategic Customer Leadership
  
  
  
  • Serve as a senior individual contributor within Government Customer Success.
  • Model strong execution, accountability, and customer partnership across engagements.
  • Act as a trusted execution partner to the SVP of Government Customer Success, helping translate strategy into action.
  • Share insights, approaches, and lessons learned across the team to strengthen overall execution.
  • Step into high-visibility or at-risk engagements when needed to support successful outcomes.
  
  
  
  

• Customer & Executive Partnership
  
  
  
  • Serve as a trusted advisor to senior Federal stakeholders, mission owners, and technical leaders.
  • Lead Executive Value Reviews (EVRs) focused on measurable outcomes, ROI, risk reduction, and mission impact.
  • Translate complex supply chain and software risk insights into clear, executive-ready narratives.
  • Build deep, durable customer relationships that position Exiger as mission-critical, not transactional.
  • Navigate complex government buying environments with sound judgment and credibility.
  
  
  
  

• Business Ownership: Renewals & Growth
  
  
  
  • Own retention, renewals, and expansion outcomes across a strategic portfolio of government customers.
  • Maintain accurate renewal, risk, and opportunity forecasts.
  • Identify and advance upsell and cross-sell opportunities aligned to evolving government missions.
  • Partner closely with Sales on account strategy, whitespace analysis, and long-term growth planning.
  • Operate with clear accountability for revenue outcomes while collaborating cross-functionally.
  
  
  
  

• Operational Excellence & Scale
  
  
  
  • Shape and refine Customer Success playbooks, engagement models, and health indicators.
  • Define and track KPIs tied to adoption, usage, risk coverage, and mission outcomes.
  • Partner with Delivery, Analytics, Product, and Engineering to increase repeatable value and reduce bespoke effort.
  • Drive continuous improvement through retrospectives, data analysis, and structured customer feedback.
  
  
  
  

• Technical & Domain Leadership
  
  
  
  • Maintain strong fluency in Exiger's platform, data, and methodologies related to supply chain and software risk.
  • Guide customers through advanced workflows, analytics, and mission-aligned use cases.
  • Surface patterns and insights from the field to inform product direction and roadmap discussions.
  • Stay current on federal policy, compliance requirements, and emerging risk trends.
  
  
  
  

What You Need:

• Required
  
  
  
  • 10+ years of experience in Customer Success, Account Management, Consulting, or related roles within SaaS, GovTech, Defense, Intelligence, Cybersecurity, Risk, or Compliance environments.
  • Demonstrated experience supporting Department of War, Federal Civilian, Intelligence Community, and/or Aerospace & Defense customers.
  • Experience owning renewals, forecasting, and customer revenue outcomes.
  • Strong executive presence with the ability to communicate complex risk, data, and technical concepts clearly.
  • Comfort operating with ambiguity, making decisions quickly, and influencing across teams.
  
  
  
  

• Preferred
  
  
  
  • Technical fluency with data, analytics, or platform-based solutions (hands-on coding not required).
  • Experience working with supply chain risk management and software-related risk concepts.
  • Bachelor's degree required; advanced degree preferred.
  
  
  
  

Why Exiger:

Exigeris transforming how governments understand and manage supply chain and software risk. This role offers a rare opportunity to:

• Shape the future of Customer Success at a mission-driven company
• Work on nationally significant Federal programs
• Build a modern CS organization from the ground up
• Lead meaningful change with real executive support

Why You'll Love Working at Exiger:

• High-performance culture rooted in accountability, collaboration, and a shared commitment to excellence.
• 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