Customer Success Manager (Public Sector)

Appian Corporation•McLean, VA

2d•$125,000 - $250,000•Hybrid

About The Position

Appian is seeking a Customer Success Manager to serve as a strategic advisor, empowering leading organizations to transform their work through process applications built on Appian’s software platform with AI, robotic automation, Data Fabric, and other innovative technologies. The role involves gaining a deep understanding of customer business goals, cultivating impactful relationships with stakeholders, and acting as a trusted advisor. The Customer Success Manager will enable customers to achieve their objectives by understanding customer needs, business and technical aptitude, and Appian capabilities, collaborating with internal and external partners. Key responsibilities include ensuring progress against customer outcomes, identifying and mitigating risks (business, program, implementation, technical, project, adoption, engagement), and driving customer success.

Requirements

Bachelor’s degree, ideally in a technical field.
10+ years of combined experience in technology or technical consulting.
Proven ability to act as a trusted advisor and drive measurable business value for customers.
Demonstrable understanding of enterprise platforms and systems and how they can be used to solve business problems.
Excellent consulting, communication, and presentation skills with executive and technical audiences.
Strong organization and project management skills with close attention to detail.
Experience with agile software development practices.

Nice To Haves

5+ of experience within success management, program management, account management or advisory services.
Experience implementing, configuring, deploying, or testing enterprise technology solutions (SaaS/PaaS).
Strong understanding of system integration, data architecture, or enterprise architecture.

Responsibilities

Uncover and shape each customer’s business goals, translating them into prioritized, actionable plans and driving execution in close partnership with stakeholders.
Lead customer adoption by empowering clients to become self-sufficient in building, managing, and scaling Appian applications and solutions.
Establish yourself as a strategic partner and trusted advisor by aligning Appian’s capabilities to customers’ evolving business strategies.
Identify opportunities to expand Appian’s footprint and articulate clear, data-backed business value cases for additional investment.
Monitor overall account health, proactively address risks, and remove barriers to successful adoption and long-term growth.
Develop joint roadmaps and success plans that deliver measurable outcomes and sustained impact.
Build deep expertise in Appian’s products, implementation methodology, and best practices to guide customers effectively.
Recommend process improvements and technology solutions, including AI, that drive efficiency and business value.
Communicate confidently across technical teams, business stakeholders, and C-level executives.
Collaborate effectively with internal and external partners, mentor colleagues, and advocate for agile practices.