Sr.) Director, Government Customer Success

Sr. Director, Government Customer Success

Location: McLean, Virginia (Hybrid)
Type: Full-Time

Position Overview

Exiger partners with U.S. government customers operating in complex, high-consequence environments where decisions matter, risk is real, and outcomes carry national significance. Our Government business is one of the fastest-growing parts of the company, and Customer Success plays a central role in how we scale that impact.

We are hiring a Customer Success Leader, reporting to the SVP of Government Customer Success, to lead a team of world-class, technically fluent Customer Success Managers delivering impact across Federal Civilian, Department of War, Intelligence Community, and Aerospace & Defense customers in the United States.

This is a builder's role, not passive account oversight. You will own and operate a high-impact Customer Success motion that drives adoption, retention, and growth across complex government programs, while helping set the standard for how Customer Success shows up at Exiger.

The role blends senior people leadership, business ownership, and hands-on execution. You will lead marquee customer engagements today while strengthening how Customer Success operates at scale, sharpening priorities, playbooks, and measures that matter. Success requires sound judgment, comfort with ambiguity, and the ability to move fast while bringing others with you.

• Lead and develop a team of technically fluent Customer Success Managers supporting government customers across the full account spectrum.
• Set a high bar for execution, ownership, and customer partnership—model what "great CS" looks like in practice.
• Act as a trusted execution partner to the SVP of Government Customer Success, helping translate strategy into action.
• Establish clear success definitions, operating rhythms, and accountability across customers and internal teams.
• Serve as a visible, credible leader who brings urgency, judgment, and customer focus to the work.

• Serve as a trusted advisor to senior Federal stakeholders, mission owners, and technical leaders.
• Lead Executive Value Reviews (EVRs) focused on outcomes, ROI, risk reduction, and mission impact.
• Translate complex supply chain and software risk insights into clear, actionable narratives for executive audiences.
• Build deep, durable customer relationships that position Exiger as mission-critical, not transactional.

• Own retention, renewals, and expansion outcomes across your customer portfolio.
• 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 plans.

• Design and implement Customer Success playbooks, engagement models, and health indicators.
• Define and track KPIs tied to adoption, usage, risk coverage, and customer outcomes.
• Partner with Delivery, Analytics, Product, and Engineering to reduce bespoke delivery and increase repeatable value.
• Drive continuous improvement through retrospectives, data, and customer feedback.

• Maintain strong fluency in Exiger's platform, data, and methodologies related to supply chain and software risk.
• Guide teams and customers through advanced workflows, analytics, and use cases.
• Influence product direction by surfacing real customer needs and patterns.
• Stay current on federal policy, compliance requirements, and emerging risk trends.

Required

• 10+ years of experience in Customer Success, Account Management, Consulting, or related roles within SaaS, Gov Tech, Defense, Intelligence, Cybersecurity, Risk, or Compliance environments.
• Demonstrated experience supporting Federal Civilian, Intelligence Community, Aerospace & Defense, and/or Department of War customers.
• Proven experience directly managing senior ICs and driving performance through hands-on leadership.
• 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

• Experience scaling or maturing a Customer Success organization.
• 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.

Exiger is 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