Customer Success Manager

About the role

We are 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. You will gain a deep understanding of our customers’ business goals, cultivate impactful relationships with stakeholders at different levels, and position yourself as a trusted advisor and catalyst for their success.

Combining your understanding of customer needs, your business and technical aptitude, and deep expertise in Appian capabilities, you will enable customers to achieve their unique objectives through collaborative engagement with internal and external partners. This role is based at our HQ in McLean, VA, and requires in-office presence 4-5 days per week to foster collaboration, teamwork, and relationship-building.

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 (business, program, implementation, technical, project, adoption, engagement), 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.

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.

Preferred Qualifications

• 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.

Pay

Base Salary Range: $125,000 USD - $250,000 USD. Actual compensation will be dependent on relevant work experience, qualifications, internal peer equity, and market conditions. A discretionary bonus may be awarded in recognition of individual and company performance. Certain positions may be eligible for equity awards.

Benefits

• 401(k) plan with company match.
• Flexible time off and paid parental leave.
• Medical, dental, and vision plans.
• Life and disability insurance.
• Wellness programs and flexible spending accounts.
• Health savings account contributions.
• Employee referral bonus program.
• Learning and development resources, including tuition reimbursement and leadership programs.
• Employee Stock Purchase Program (ESPP).
• Family-forming benefits.
• Employee Assistance Program (EAP) with free mental health support.
• Eight employee-led affinity groups for networking and community-building.

Tools and Resources

• Training and Development: Department-specific onboarding, mentorship, and the First-Friend program. Continuous learning through Appian University, skills-based training, and tuition reimbursement.
• Growth Opportunities: Leadership programs for new and aspiring managers, specialized department training, and tuition reimbursement for advanced education.
• Community: Inclusive culture with employee-led affinity groups for social, educational, and outreach activities.