Customer Success Manager (Technical)

Job Description

Here at Appian, our values of Intensity and Excellence define who we are. We set high standards and live up to them, ensuring that everything we do is done with care and quality. We approach every challenge with ambition and commitment, holding ourselves and each other accountable to achieve the best results. When you join Appian, you'll be part of a passionate team dedicated to accomplishing hard things, together.

We are seeking a Technical Customer Success Manager (Internally "Customer Success Manager") to join our team. 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.

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. While working in-person with customers is our main priority, we also believe the office environment enables more opportunities to celebrate wins, collaborate effectively, and build strong relationships across teams.

In this role, you will:

• 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