Resource Manager, Customer Success

About the role

This role is based at our HQ in McLean, VA. Appian was built on a culture of in-person collaboration, which we believe is a key driver of our mission to be the best. Employees hired for this position are expected to be in the office 4 - 5 days per week to foster that culture, ensure we thrive through shared ideas and teamwork, and maximize opportunities to connect with the exceptional people across Appian.

Responsibilities

• Own end-to-end resource allocation for your region; triage demand from sold and pipeline engagements, identify best-fit consultants based on skills, availability, and development goals, and broker assignments with leaders.
• Run a weekly staffing cadence (demand review, bench review, conflict resolution) and serve as the escalation point when engagements compete for the same people.
• Proactively manage the bench by anticipating project roll-offs, lining up next assignments early, flagging risks for under/over-utilized consultants, and raising capacity risks to leadership with a recommendation, not just a report.
• Monitor utilization and project timelines, providing analysis and actionable insights to prevent bottlenecks and ensure timely project delivery.
• Partner with Project Leads, Directors, and above to understand the needs of the business through strong communication and stakeholder management.
• Collaborate with HR, Talent Development, and leadership to support workforce planning, onboarding, and skill development initiatives.
• Balance multiple assignments and priorities with precision, demonstrating strong analytical thinking and a proactive, solution-oriented approach in a fast-paced environment.
• Challenge senior leaders, balance conflicting priorities, and communicate difficult updates while maintaining professional rapport.
• Maintain high standards for data accuracy within PSA and resource management systems, focusing on interpreting and communicating the narrative behind capacity and utilization metrics rather than simply reporting the data.
• Manage sensitive data regarding personnel, individual performance, and organizational staffing with a high level of confidentiality.

Requirements

• 8+ years of experience in resource management, staffing/deployment, or workforce planning within professional services, consulting, or a technology services organization.
• Experience building process and systems from the ground up.
• Experience staffing a population of 250+ billable professionals across concurrent engagements.
• Advanced proficiency in Excel or Google Sheets; experience with PSA or resource management platforms.
• Fluency in services economics: utilization, bench cost, services margins, and how staffing decisions impact each of them.
• Bachelor's degree or equivalent practical experience (Business Admin, Human Resources, Operations Management, etc.).

Preferred Qualifications

• Experience in a SaaS or software implementation environment.
• Experience administering a PSA / resource management platform.
• Experience in the Public Sector industry (LCAT structure, Cleared Personnel Management, etc.).

Pay

The base salary range represents a good faith and reasonable estimate of the range at the time of posting. 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: $100,000 USD - $200,000 USD

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.
• Flexible spending accounts and health savings account contributions.
• Employee referral bonus program.
• Learning and development resources.
• Employee Stock Purchase Program (ESPP).
• Wellness dollars.
• Tuition reimbursement.
• Family-forming benefits.
• Certain positions may be eligible for equity awards.

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

Training and Development

• Department-specific training during onboarding to equip new hires with the skills and knowledge for success.
• 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.
• Tuition reimbursement for those aiming to advance their education.

Community

Appian fosters inclusivity through 8 employee-led affinity groups. These groups help employees build stronger internal and external networks by planning social, educational, and outreach activities to connect with Appianites and larger initiatives throughout the company.