Technical Customer Success Manager (Federal Team)

Location: Tysons Corner, Virginia (Hybrid Position)
Department: Federal Team Customer Success
Type: Full-Time

Position Summary

The Technical Client Success Manager (T-CSM) is a client-facing, value-driving role that combines strategic program management and customer relationship leadership with technical acumen in data analysis, light solution engineering, and platform configuration.

This individual will serve as a trusted advisor and hands-on technical partner to federal clients using Exiger’s cutting-edge supply chain risk and software assurance tools. In addition to managing client engagements, ensuring satisfaction, and driving renewals, the T-CSM will perform complex data analysis, support assessments, and help customize solutions (within platform guardrails) to help customers maximize the value of their Exiger investments.

This role is ideal for a client-obsessed problem solver who is equally comfortable engaging with senior stakeholders, supporting technical missions, and rolling up their sleeves to work with Exiger’s data and tools.

Key Responsibilities

Customer Relationship Management & Advocacy

• Serve as the primary point of contact for a portfolio of complex federal accounts, ensuring proactive, trust-based engagement at all levels.
• Communicate the business and technical value of Exiger’s solutions clearly to both mission users and IT/security leaders.
• Lead Executive Value Reviews (EVRs), feedback loops, and strategic alignment conversations.
• Represent the voice of the customer across Exiger: capturing product feedback, identifying gaps, and helping shape roadmap priorities.

Program Management & Operational Delivery

• Lead program implementation, onboarding, and operationalization of Exiger’s solutions from kickoff through renewal.
• Define and monitor customer KPIs related to adoption, usage, SBOM insights, and risk coverage.
• Coordinate internal resources across product, delivery, and engineering to support customer mission success.

Technical Solutioning & Analytic Insight

• Support clients with advanced platform configurations, workflow mapping, and data visualization/reporting using Exiger’s tools.
• Translate customer use cases into solution workflows; prototype light customizations (data filters, dashboards, scripts, etc.) to improve usability and insight delivery.
• Support structured and ad hoc analysis using Exiger data outputs (e.g., vendor vetting, entity resolution, software component risk).
• Collaborate with internal analytics teams to build scalable methods for recurring reports and customer-specific models.

Renewals & Account Growth

• Own the retention and renewal process, initiating renewal conversations well in advance of contract expiration.
• Identify and qualify upsell and cross-sell opportunities by aligning solutions to evolving customer missions.
• Partner with the sales team to support account expansion strategies and introduce relevant offerings.
• Leverage market insights and client use cases to position Exiger’s products as mission-critical.

Qualifications

• 5+ years of experience in customer success, Technical Account Management, Solutions Engineering, or Data Science roles within SaaS, GovTech, Cybersecurity, or Risk/Compliance environments.
• Strong relationship management skills with experience supporting federal government or defense clients.
• Demonstrated proficiency in one or more of the following:
  • Python, SQL, or R (for analytics and scripting)
  • Excel (Advanced), Power BI, Tableau, or similar tools
  • REST APIs, JSON, or SBOM formats (CycloneDX, SPDX)
• Ability to translate technical findings into mission-aligned recommendations for both technical and non-technical audiences.
• Experience managing stakeholder communications, deliverables, and timelines across cross-functional teams.
• Bachelor’s degree required; advanced degree in data science, engineering, or cybersecurity preferred.
• Active or eligible for Top Secret/SCI clearance is highly desirable.

Key Competencies

• Client-Centric Mindset with Technical Depth
• Strategic Program Management
• Solutions-Oriented Problem Solving
• Data Fluency and Visualization
• Effective Executive Communication
• Cross-Functional Collaboration
• Curiosity and Con