Program Manager (Intel)

Appian Corporation•Fort Meade, MD

2d•$150,000 - $300,000•Onsite

About The Position

Appian is seeking a Program Manager to design and deliver mission-critical customer success programs for Intel Community customers. The role is part of the Customer Success team, which supports government agencies with AI-powered process automation and oversees the customer lifecycle from strategic onboarding through expansion and renewal. The Program Manager will help grow Appian’s presence in the Intelligence Community, define program best practices, influence cross-functional strategy, and drive measurable mission 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. The role leads enterprise-wide customer success programs and large cross-functional initiatives, working with senior stakeholders at Intelligence Community customers and internal teams. It develops strategic roadmaps and monitors program performance using customer success and operational metrics.

Requirements

Bachelor’s degree or higher in Business Administration, Information Systems, Public Administration, Engineering, or a related field.
Experience working with the Intelligence Community and understanding mission-critical customer requirements.
10 or more years of experience in program management or customer success within B2B SaaS environments, with 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

Architect and execute customer success programs, including onboarding frameworks, adoption playbooks, value realization strategies, and renewal campaigns tailored to Intel Community requirements.
Lead large-scale, cross-functional initiatives from initiation through completion, coordinating Customer Success, Sales, Product, Engineering, and Professional Services.
Partner with senior stakeholders at Intelligence Community customers and within Appian to define strategic roadmaps, influence decisions, and align priorities with customer missions and business objectives.
Establish and monitor KPIs, 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 to optimize programs.