Customer Success Manager

Socket.dev; McLean (VA); On-site; USD 125,000 - 250,000; Full time

Benefits offered by this job

401(k) plan with company match

Flexible time off

Paid parental leave

Medical coverage

Dental coverage

Vision plans

Life insurance

Disability insurance

Wellness programs

Flexible spending accounts

Health savings account contributions

Employee referral bonus program

Learning and development resources

Equity awards (may apply)

Job summary

Appian is seeking a Customer Success Manager to empower organizations to transform their work through Appian’s platform, AI, automation, and data capabilities. You’ll act as a strategic advisor, cultivate relationships with stakeholders, and drive customer outcomes.

You will understand customer goals, align capabilities to evolving strategies, and identify opportunities to expand engagements. This role requires travel and a strong consulting background.

Qualifications

• Bachelor’s degree required; ideally technical.
• 10+ years of experience in technology or technical consulting.
• Proven trusted advisor who drives measurable business value for customers.
• Understanding of enterprise platforms to solve business problems.
• Excellent consulting, communication, and presentation skills with executive and technical audiences.
• Strong organization and project management with attention to detail.
• Experience with agile software development practices.
• Estimated travel around 25%, with higher travel during certain months.

Responsibilities

• Uncover and shape customer goals into prioritized, actionable plans and drive execution with stakeholders.
• Lead customer adoption by enabling clients to build, manage, and scale Appian applications.
• Establish yourself as a strategic partner and trusted advisor aligning Appian capabilities to customer strategies.
• Identify opportunities to expand Appian’s footprint with data-backed business value cases.
• Monitor account health, address risks, and remove barriers to adoption and growth.
• Develop joint roadmaps and success plans delivering measurable outcomes.
• Build deep expertise in Appian’s products, methodology, and best practices.

Skills

Strategic advisor

Relationship management

Executive communication

Program management

Travel readiness

Education

Bachelor’s degree, ideally in a technical field

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 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 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.

Basic Qualifications:

• Bachelor’s degree, ideally in a technical field.
• 10+ years of combined experience in technology or technical consulting.
• 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.
• Experience with agile software development practices.
• Expected travel averages around 25%, with higher travel demands during select months.

Preferred Qualifications:

• 5+ 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.

Tools and Resources

• Training and Development: During onboarding, we focus on equipping new hires with the skills and knowledge for success through department-specific training. Continuous learning is a central focus at Appian, with dedicated mentorship and the First-Friend program being widely utilized resources for new hires.
• Growth Opportunities: Appian provides a diverse array of growth and development opportunities, including our leadership program tailored for new and aspiring managers, a comprehensive library of specialized department training through Appian University, skills based training, and tuition reimbursement for those aiming to advance their education. This commitment ensures that employees have access to a holistic range of development opportunities.
• Community: We’ll immerse you into our community rooted in respect starting on day one. Appian fosters inclusivity through our 8 employee-led affinity groups. These groups help employees build stronger internal and external networks by planning social, educational, and outreach activities to connect with Appianites and larger initiatives throughout the company.

Benefits

• 401(k) plan with company match
• flexible time off
• paid parental leave
• medical
• dental
• vision plans
• life insurance
• disability insurance
• wellness programs
• flexible spending accounts
• health savings account contributions
• an employee referral bonus program
• learning and development resources
• certain positions may be eligible for equity awards
• health coverage
• Employee Assistance Program (EAP) with free mental health support
• life and disability insurance
• Employee Stock Purchase Program (ESPP)
• retirement/pension plan
• wellness dollars
• tuition reimbursement
• family-forming benefits
• and more

The base salary range represents a good faith and reasonable estimate of the range at the time of posting. Actual compensation will be dependent on a number of factors including, but not limited to, the candidate’s relevant work experience, qualifications, internal peer equity, and market and business conditions that exist when extending an offer. A discretionary bonus may be awarded in recognition of individual and company performance.

Base Salary Range

$125,000 — $250,000 USD

Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation, commission, bonus, or benefit plans.

About Appian

Appian provides AI automation for mission-critical work. We automate complex processes in large enterprises and governments. Our platform is known for its unique reliability and scale. We’ve been automating processes for more than 25 years and understand enterprise operations like no one else. For more information, visit appian.com. [Nasdaq: APPN]

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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 us by email at [e-mail]. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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