Customer Success Manager (Public Sector)

Here at Appian, our values of Intensity and Excellence define who we are. We set high standards and live up to them, ensuring that everything we do is done with care and quality. We approach every challenge with ambition and commitment, holding ourselves and each other accountable to achieve the best results. When you join Appian, you’ll be part of a passionate team dedicated to accomplishing hard things, together.

About the role

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

Combining your understanding of customer needs, your business and technical aptitude, and deep expertise you will develop about Appian capabilities, you will enable customers to achieve their unique objectives through collaborative engagement with internal and external partners. As a Customer Success Manager, your task will be to ensure progress against key customer outcomes, identify and mitigate various types of risks to customer success, including: business, program, implementation, technical, project, adoption, and engagement.

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.

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.

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

The base salary range provided represents a good faith and reasonable estimate of the range at the time of posting. In addition to the base salary, this position is eligible for a government clearance differential. Actual compensation will be dependent on a number of factors including, but not limited to, the candidate’s relevant work experience, qualifications, internal peer equity, and market and business conditions that exist when extending an offer. A discretionary bonus may be awarded in recognition of individual and company performance.

Base Salary Range: $125,000 USD - $250,000 USD

Benefits

Appian offers a comprehensive benefits package designed to support your health, wellbeing, and financial future. Benefits include:

• Health coverage, including medical, dental, and vision plans.
• Employee Assistance Program (EAP) with free mental health support.
• Life and disability insurance.
• Employee Stock Purchase Program (ESPP).
• Retirement/pension plan with company match.
• Wellness dollars.
• Tuition reimbursement.
• Family-forming benefits.
• Flexible time off and paid parental leave.
• Employee referral bonus program.
• Learning and development resources.

Benefits vary by country—please ask your Talent Acquisition contact for details specific to the location you are applying to.

Tools and Resources

Training and Development

• Department-specific training during onboarding.
• Continuous learning with dedicated mentorship and the First-Friend program for new hires.
• Leadership program tailored for new and aspiring managers.
• Comprehensive library of specialized department training through Appian University.
• Skills-based training and tuition reimbursement for advancing education.

Community

• Inclusivity through 8 employee-led affinity groups.
• Social, educational, and outreach activities to connect with Appianites and larger initiatives.