Program Manager (Intel)

Appian•McLean, VA

1d•Onsite

About The Position

The Program Manager (Intel) will design and deliver mission-critical customer success programs for Appian’s Intel Community customers. The role is part of the Customer Success team, which supports government agencies throughout the customer lifecycle, from strategic onboarding through expansion and renewal, helping customers realize measurable value and operational excellence with Appian’s AI-Powered Process Automation platform. The Program Manager will architect and lead high-impact programs for sensitive government clients, define best practices, influence cross-functional strategy, and drive measurable outcomes. The position is based at Appian’s headquarters in McLean, Virginia. Employees are expected to work in the office 4–5 days per week, with in-person customer work prioritized.

Requirements

Bachelor’s degree or higher in Business Administration, Information Systems, Public Administration, Engineering, or a related field.
Experience working with the Intel Community and understanding mission-critical customer requirements.
10 or more years of program management or customer success experience in B2B SaaS environments, with demonstrated success driving enterprise-wide initiatives.
Proven ability to lead cross-functional projects and customer success programs from design through execution, including onboarding, adoption, value realization, and renewal strategies.
Experience developing and executing strategic roadmaps that align customer outcomes with business objectives and drive measurable impact.
Strong analytical skills and hands-on experience managing professional services and contract KPIs for program optimization.
Demonstrated ability to engage, influence, and build trust with senior stakeholders across customer organizations and internal cross-functional teams.
Active TS/SCI security clearance with polygraph.

Nice To Haves

Advanced certifications such as PMP, CSM, or equivalent program management credentials.
Hands-on experience with CRM software such as Salesforce and customer success platforms such as Gainsight or Totango.
Familiarity with federal procurement processes, compliance requirements, and contracting vehicles.
Experience with enterprise platforms.

Responsibilities

Design and execute enterprise-wide customer success programs, including onboarding frameworks, adoption playbooks, value realization strategies, and renewal campaigns tailored to Intel Community requirements and mission criticality.
Lead large-scale, cross-functional initiatives from initiation through completion, coordinating Customer Success, Sales, Product, Engineering, and Professional Services.
Partner with senior stakeholders across Intel Community customers and internal teams to define strategic roadmaps, influence decisions, and align program priorities with customer missions and Appian business objectives.
Establish and monitor key performance indicators, including Net Promoter Score, churn and renewal rates, customer health scores, and adoption metrics, to improve programs and demonstrate impact.
Manage professional services and contract KPIs for program optimization.

Benefits

401(k) plan with company match.
Flexible time off.
Paid parental leave.
Medical, dental, and vision plans.
Life insurance and disability insurance.
Wellness programs and wellness dollars.
Flexible spending accounts and health savings account contributions.
Employee referral bonus program.
Learning and development resources, including training, mentorship, Appian University, and tuition reimbursement.
Potential eligibility for equity awards.
Employee Assistance Program with free mental health support.
Employee Stock Purchase Program.
Retirement/pension plan.
Family-forming benefits.
Discretionary bonus based on individual and company performance.
Government clearance differential.