Customer Success Director — Government 

Customer Success Director — Government 

Location: McLean, VA

Work Environment: Hybrid

 

Role Summary:

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 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. 

This is a senior, high-ownership position responsible for leading strategic government programs, owning revenue outcomes, and contributing to how Government Customer Success operates and 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:gorustaidataanalyticsproductsales