Lead Strategist, Customer Success Strategy and Operations

About the role

Appian is seeking an experienced Customer Success Strategy and Operations professional to join the Chief Customer Office's team. This high-impact, cross-functional role focuses on shaping how enterprise customers experience value with Appian.

Responsibilities

• Set the vision and maintain the customer health framework, including defining signals, scoring models, and data inputs.
• Operationalize programs and playbooks to enable CS, Sales, and cross-functional teams to act on health signals and establish a feedback loop.
• Design and implement a structured Voice of the Customer (VoC) program to capture and close feedback loops.
• Define customer segments and segment-based coverage models, and map and own the customer journey.
• Lead analytics platforms and data infrastructure to power customer-facing decisioning and translate large datasets into clear insights.
• Drive alignment across Sales, Product, Marketing, Engineering, Customer Success, and Support to ensure CS strategy aligns with broader business objectives.
• Own executive reporting on customer health, satisfaction, retention, and expansion, and present performance, recommendations, and emerging risks to CCO and CS leadership.
• Stay ahead of industry trends in CCO functions and SaaS lifecycle management, championing innovation in how Appian defines and delivers customer success.

Requirements

• 8+ years of experience in Customer Success Strategy, Success Management at Scale, Customer Success Management Operations or a related function, with at least 3 years in an enterprise SaaS environment.
• Demonstrated track record of owning and scaling customer success programs at a strategic level.
• Exceptional analytical and data strategy skills, able to architect measurement frameworks and translate complex datasets into executive-ready narratives and organizational action.
• Proven experience in high-performing teams; comfortable managing through ambiguity and driving change across a high performing organization.
• Ability to influence senior stakeholders, present with clarity, and drive alignment across functions.
• Proficiency with CS platforms and analytics tools (e.g., Gainsight, Salesforce, Tableau, or similar).
• Outstanding written and verbal communication skills.

Qualifications

• Experience in a Chief Customer Office or equivalent CCO-aligned function.
• Experience as a Customer Success Management for Enterprise Customers.
• Familiarity with process automation software and Appian.
• MBA or advanced degree in Business, Data Analytics, or a related field.

Skills

• Strategic vision and operational rigor.
• Strong cross-functional influence and ability to contribute to a team that continuously raises the bar for enterprise customer success.
• Data-driven decision making and ability to translate complex datasets into actionable insights.
• Effective communication and presentation skills.
• Leadership and team management experience.

Benefits

• 401(k) plan with company match.
• Flexible time off.
• Paid parental leave.
• Medical, dental, and vision plans.
• Life and disability insurance.
• Employee Stock Purchase Program (ESPP).
• Retirement/pension plan.
• Wellness programs.
• Flexible spending accounts.
• Health savings account contributions.
• Employee referral bonus program.
• Learning and development resources.
• Equity awards (eligible for some positions).