Customer Success Manager (Commercial)

We are seeking a Customer Success Manager to join our team. You will serve as a strategic advisor to empower leading companies across many industries in transforming their businesses 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.

What you'll do:

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  Uncover and shape each customer's desired goals, translate these objectives into actionable and prioritized plans, and then drive execution of these plans with the customer.

  
  
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  Drive adoption by empowering clients to become more self-sufficient with building and managing Appian applications and solutions.

  
  
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  Identify opportunities for Appian to reach the client's business goals and articulate business value cases for additional investment in expanding the customer's use of Appian.

  
  
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  Identify and remove any barriers to successful adoption and expansion of the customer's use of Appian software.

  
  
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  Establish yourself as a strategic partner and trusted advisor with key client stakeholders by demonstrating alignment between Appian's capabilities and the client's evolving business strategy.

  
  
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  Monitor account health to ensure customer satisfaction and identify opportunities for impactful intervention.

  
  

You'll be successful in this role if you have skills and experience to:

• Uncover and shape each customer's goals, translate them into prioritized plans, and drive execution together.

• Drive adoption by empowering clients to be self-sufficient in building and managing Appian applications.

• Identify opportunities to expand Appian's footprint and articulate clear business value cases.

• Monitor account health, address barriers, and ensure customer satisfaction.

• Establish yourself as a trusted advisor with key stakeholders by aligning Appian's capabilities to their evolving strategy.

• Develop deep mastery of Appian's products, implementation methodology, and best practices.

• Recommend process improvements and technology solutions, including AI, that deliver measurable outcomes.

• Build joint roadmaps and success plans that ensure long-term impact.

• Communicate confidently across technical teams, business stakeholders, and executives-including C-level leaders.

• Collaborate effectively with internal and external partners, mentor colleagues, and advocate for agile practices.

Required skills and experience:

• Bachelor's degree, ideally in a technical field.

• 5+ years of experience in technology consulting, success management, or advisory services.

• Proven ability to act as a trusted advisor and drive measurable business value for customers.

• Experience implementing, configuring, deploying, or testing enterprise technology solutions (SaaS/PaaS).

• Strong understanding of system integration, data architecture, or enterprise architecture.

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  Excellent consulting, communication, and presentation skills with executive and technical audiences.

  
  

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  Strong organization and project management skills with close attention to detail.

  
  
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  Experience with agile software development practices.

  
  
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  Willingness to travel up to 25-50%.

  
  

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