Customer Success Manager; Technical, Public Sector

Customer Success Manager

We are seeking a Customer Success Manager to join our team. The role serves 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.

• Uncover and shape each customer’s business goals, translate them into prioritized, actionable plans, and drive 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.

• Bachelor’s degree, ideally in a technical field.
• 10+ years of combined experience in technology or technical consulting.
• Experience with agile and software development.
• 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.

• 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.

Expected travel averages around 25%, with higher travel demands during select months.

Base Salary Range $125,000—$225,000 USD. Eligible for a government clearance differential. A discretionary bonus may be awarded in recognition of individual and company performance.

• 401(k) plan with company match
• Flexible time off and paid parental leave
• Medical, dental, and vision plans
• Life insurance and disability insurance
• Wellness programs and flexible spending accounts
• Health savings account contributions
• Employee referral bonus program
  
  Learning and development resources
• Equity awards (subject to eligibility)

Appian is an equal opportunity employer that strives to attract and retain the best talent. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law. Appian provides reasonable accommodations to applicants in accordance with all applicable laws. If you need a reasonable accommodation for any part of the employment process, please contact Reason