Customer Success Manager

Appian Corporation•McLean, VA

3d•$125,000 - $250,000•Onsite

About The Position

Appian is seeking a Customer Success Manager to join their team. This role involves serving as a strategic advisor to empower 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 Customer Success Manager will gain a deep understanding of customer business goals, cultivate impactful relationships with stakeholders, and act as a trusted advisor. The role requires combining an understanding of customer needs, business and technical aptitude, and deep expertise in Appian capabilities to enable customers to achieve their objectives through collaboration with internal and external partners. The primary responsibility is to ensure progress against key customer outcomes and identify and mitigate risks to customer success, including business, program, implementation, technical, project, adoption, and engagement risks. This position is based at Appian's HQ in McLean, VA, with an expectation of 4-5 days per week in the office to foster a culture of in-person collaboration, shared ideas, teamwork, and connection.

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.
Expected travel averages around 25%, with higher travel demands during select months.

Nice To Haves

5+ years 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.