Customer Success Manager: AI-Driven Adoption & Growth

Appian

Raleigh (NC)

Hybrid

USD 125,000 - 250,000

Full time

14 days+

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Benefits offered by this job

401(k) with company match

Paid parental leave

Wellness programs

Equity awards

Tuition reimbursement

Job summary

Appian is seeking a Customer Success Manager to serve as a strategic advisor helping leading organizations transform work via Appian's platform with AI, robotic automation, and Data Fabric. You will understand customer goals, build relationships at multiple levels, and drive measurable outcomes while mitigating risks.

You will shape plans with stakeholders, drive adoption, and expand Appian's footprint by delivering data-backed value cases.

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.

Responsibilities

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.