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About the Role and Company

At Appian, we uphold strong values of Intensity and Excellence, committing to high standards and delivering quality outcomes with care and ambition. Joining Appian means becoming part of a motivated team focused on overcoming challenges collectively. We are seeking a Customer Success Manager with a technical background to support top-tier organizations in transforming their processes via the Appian software platform, integrating AI, robotic automation, Data Fabric, and other cutting-edge technologies.

Key Responsibilities

Understand and define customers' business objectives, translating them into actionable priority plans and leading their execution in close partnership with client stakeholders.
Drive adoption by enabling clients to independently build, manage, and grow Appian applications and solutions.
Become a strategic partner and trusted advisor by aligning Appian's offerings with customer business strategies as they evolve.
Identify opportunities to broaden Appian’s presence and develop compelling, data-supported business cases for further investment.
Continuously monitor account health, proactively mitigate risks including business, technical, and implementation issues, and remove obstacles to successful product adoption and expansion.
Create joint success plans and roadmaps focused on tangible outcomes and sustained impact.
Develop expertise in Appian’s products, methodologies, and best practices to provide effective guidance.
Recommend process and technological improvements, incorporating AI solutions to enhance efficiency and business results.
Maintain confident communication with technical teams, business stakeholders, and executive leadership.
Collaborate with internal and external partners, mentor team members, and support agile practices.

Candidate Requirements

Bachelor’s degree, preferably in a technical discipline.
Over 10 years of combined experience in technology roles or technical consulting.
Familiarity with agile methodologies and software development processes.
Established track record acting as a trusted advisor and delivering measurable business benefits for customers.
Solid understanding of enterprise platforms and systems, with the ability to address business challenges using these technologies.
Exceptional consulting, presentation, and communication skills tailored for both technical and executive audiences.
Strong organizational and project management ability with keen attention to detail.
Willingness to travel approximately 25% on average, potentially more during certain periods.

Preferred Qualifications

Minimum five years experience in success management, program management, account management, or advisory roles.
Experience implementing, configuring, deploying, or testing enterprise SaaS or PaaS solutions.
Good knowledge of systems integration, data or enterprise architecture.

Compensation and Benefits

The estimated salary range for this position is $125,000 to $250,000 annually, influenced by experience, qualifications, peer equity, and current market conditions. Bonuses may be granted based on individual and company performance.

Appian’s generous benefits include 401(k) with company matching, flexible time off, paid parental leave, comprehensive health plans (medical, dental, vision), life and disability insurance, wellness programs, flexible spending accounts, health savings accounts, referral bonuses, and learning and development resources. Some roles may also be eligible for equity awards. Benefits and pay are subject to changes consistent with company policies.

Training, Development, and Community

Robust onboarding focuses on equipping new hires through department-specific training, mentorship, and peer programs.
Diverse growth opportunities include leadership programs, skills training via Appian University, and tuition reimbursement.
An inclusive company culture with multiple employee-led affinity groups fosters networking, social, educational, and outreach activities.

About Appian

Appian offers AI-powered automation solutions for complex enterprise and government operations, with over 25 years of expertise delivering reliable scalable platforms.

Equal Opportunity and Accessibility

Appian is committed to equal opportunity employment without discrimination, and provides reasonable accommodations as required by law.

Customer Success Manager (Technical)