Resource Manager, Customer Success

Appian; McLean (VA); On-site; USD 100,000 - 200,000; Full time

Benefits offered by this job

401(k) plan with company match

Flexible time off

Paid parental leave

Job summary

Appian is seeking a Resource Manager in McLean, VA, to lead resource allocation and optimize staffing processes. You will be responsible for managing a team and ensuring efficient use of available resources within professional services.

The ideal candidate will have over 5 years of experience in resource management and proficiency in Excel. The role includes benefits such as a 401(k) plan with company match, flexible time off, and various health insurance options.

Qualifications

• 5+ years of experience in resource management, staffing/deployment, or workforce planning.
• Experience staffing a large population of billable professionals.
• Advanced proficiency in Excel or Google Sheets.

Responsibilities

• Own end-to-end resource allocation for the region.
• Run a weekly staffing cadence and serve as the escalation point.
• Proactively manage the bench and anticipate project roll-offs.

Skills

Resource management

Staffing

Workforce planning

Excel

Communication

Education

Bachelor’s degree or equivalent

Tools

PSA/resource management platforms

Google Sheets

Job description

Resource Manager, Customer Success

Appian is looking for a Resource Manager in McLean, VA. The role is based at our HQ and requires being in the office 4-5 days per week to foster collaboration and teamwork.

Key Responsibilities

• Own end-to-end resource allocation for the region; triage demand from sold and pipeline engagements, identify best-fit consultants based on skills, availability, and development goals, and broker assignments with leaders.
• Run a weekly staffing cadence (demand review, bench review, conflict resolution) and serve as the escalation point when engagements compete for the same people.
• Proactively manage the bench: anticipate project roll‑offs, line up next assignments early, flag risks for under/over‑utilized consultants, and raise capacity risks to leadership with a recommendation.
• Fluency in services economics—utilization, bench cost, services margins—and monitor how staffing decisions impact them.
• Monitor utilization and project timelines, providing analysis and actionable insights to prevent bottlenecks and ensure timely project delivery.
• Communicate effectively with stakeholders, partnering with Project Leads, Directors, and above to understand business needs.
• Collaborate with HR, Talent Development, and leadership to support workforce planning, onboarding, and skill development initiatives.
• Maintain high standards for data accuracy within PSA and resource management systems and interpret and communicate capacity and utilization metrics.
• Handle sensitive personnel data with confidentiality and manage performance and staffing information daily.

Qualifications

• Minimum 5+ years of experience in resource management, staffing/deployment, or workforce planning within professional services, consulting, or a technology services organization.
• Experience staffing a population of 100+ billable professionals across concurrent engagements.
• Advanced proficiency in Excel or Google Sheets; experience with PSA or resource management platforms.
• Bachelor’s degree or equivalent practical experience (Business Administration, Human Resources, Operations Management, etc.).
• Preferred: Experience in a SaaS or software implementation environment.
• Preferred: Experience administering a PSA/resource management platform.
• Preferred: Experience in the Public Sector industry (LCAT structure, Cleared Personnel Management, etc.).

Compensation & Benefits

• Base salary range: $100,000—$200,000 USD.
• Discretionary bonus may be awarded in recognition of individual and company performance.
• Benefits include a 401(k) plan with company match, flexible time off, paid parental leave, medical, dental, and vision plans, life and disability insurance, wellness programs, flexible spending accounts, health savings account contributions, an employee referral bonus program, and learning and development resources.
• Certain positions may be eligible for equity awards.

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 [e-mail].