Lead Strategist, Customer Success Strategy and Operations

Lead Strategist, Customer Success Strategy and Operations at Appian Corporation About the role

At Appian, we uphold values of intensity and excellence, which guide our commitment to high standards and quality in all our endeavors. We are seeking a skilled professional in Customer Success Strategy and Operations to join our Chief Customer Office team. In this pivotal role, you will oversee a variety of programs focused on customer adoption and satisfaction, directly influencing how our enterprise clients derive value from Appian.

You will partner closely with Customer Success leadership to define strategic goals, develop scalable processes, and drive measurable enhancements throughout the customer journey.

• Location:
  
  McLean, Virginia
• Engagement:
  Full-time, in-office (4-5 days per week)
• Team:
  Chief Customer Office

• Establish and manage the customer health framework, determining key indicators, scoring models, and data inputs for a real-time overview of customer health across our portfolio.
• Create and implement programs and playbooks that empower Customer Success, Sales, and cross-functional teams to respond to health signals, including risk escalation and intervention strategies, while establishing a feedback loop for continuous improvement.
• Collaborate on a structured Voice of Customer program that captures feedback through various touchpoints and ensures internal alignment with teams such as Customer Success, Product, and Engineering.
• Define customer segmentation criteria (e.g., size, industry, lifecycle stage) and utilize this segmentation to inform coverage models and program design.
• Map the entire customer journey, identifying what success looks like at each stage, diagnosing obstacles, and driving improvements in collaboration with cross-functional teams to enhance retention and adoption.
• Provide strategic and technical guidance on analytics platforms and data infrastructure that support customer decision‑making, translating complex datasets into actionable insights.
• Use data to craft customer journeys and targeted interventions that enhance product utilization and overall satisfaction.
• Ensure alignment between Sales, Product, Marketing, Engineering, Customer Success, and Support, integrating Customer Success strategy with broader business goals for a cohesive customer experience.
• Collaborate with a high‑performing team within the Chief Customer Office, fostering a culture of analytical rigor and continuous improvement.
• Prepare executive reports on customer health, satisfaction, retention, and expansion, presenting insights and recommendations to leadership.
• Stay informed about industry trends in Customer Success and SaaS lifecycle management, advocating for innovative approaches to customer success at Appian.

• A minimum of 8 years of experience in Customer Success Strategy, Success Management at Scale, Customer Success Management Operations, or a similar role, with at least 3 years in an enterprise SaaS environment.
• Proven experience in developing and scaling customer success programs at a strategic level, such as health scoring frameworks and customer satisfaction initiatives.
• Demonstrated ability to design and implement new programs, identifying needs, building business cases, and translating concepts into structured initiatives with measurable results.
• Strong analytical skills and expertise in data strategy, capable of creating measurement frameworks and translating complex data into clear narratives for executive audiences.
• Experience working in high‑performing teams, adept at managing ambiguity and driving change within an organization.
• Ability to influence senior stakeholders and communicate effectively across functions.
• Familiarity with Customer Success platforms and analytics tools (e.g., Gainsight, Salesforce, Tableau, or similar).
• Excellent written and verbal communication abilities.

• Experience in a Chief Customer Office or a similar function aligned with customer success.
• Background in Customer Success Management for enterprise clients.
• Knowledge of process automation software, particularly Appian.
• An MBA or advanced degree in Business, Data Analytics, or a related field.

• Proficiency in Customer Success platforms and analytics tools such as Gainsight, Salesforce, Tableau, or equivalent.

• The base salary for this position ranges from $125,000 to $250,000 USD, with additional compensation based on experience, qualifications, and market conditions.
• Appian offers a comprehensive benefits package, including a 401(k) plan with company match, flexible time off, paid parental leave, health coverage, and more.

Appian is committed to fostering an inclusive workplace and is an equal opportunity employer. We encourage all qualified applicants to apply, regardless of any characteristic protected by applicable law.