Customer Success Manager, Appian

• 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

Desirable

• 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, engagement
• 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
• Tools and Resources:
• Training and Development: During onboarding, we focus on equipping new hires with the skills and knowledge for success through department-specific training. Continuous learning is a central focus at Appian, with dedicated mentorship and the First-Friend program being widely utilized resources for new hires
• Growth Opportunities: Appian provides a diverse array of growth and development opportunities, including our leadership program tailored for new and aspiring managers, a comprehensive library of specialized department training through Appian University, skills based training, and tuition reimbursement for those aiming to advance their education. This commitment ensures that employees have access to a holistic range of development opportunities
• Community: We’ll immerse you into our community rooted in respect starting on day one. Appian fosters inclusivity through our 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