Senior Customer Success Strategy & Operations Lead

Appian; 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, dental, and vision plans

Job summary

Appian is seeking a Customer Success Strategy and Operations professional to join the Chief Customer Office. This role involves leading programs for customer satisfaction and adoption, focusing on operational excellence and strategic initiatives to enhance customer experience.

In this position, you will collaborate across departments to define objectives, build processes, and leverage data to drive measurable improvements. The ideal candidate will have extensive experience in customer success, exceptional analytical abilities, and a strong background in enterprise SaaS.

Qualifications

• 8+ years in Customer Success Strategy or related function, with 3+ years in enterprise SaaS.
• Proven experience in designing customer success programs at a strategic level.
• Exceptional analytical skills and ability to drive alignment across functions.

Responsibilities

• Lead adoption and customer satisfaction programs.
• Own creation of the customer health framework.
• Map and own the end-to-end customer journey.

Skills

Customer Success Strategy

Analytical skills

Stakeholder management

Communication skills

CS platforms expertise

Education

MBA or advanced degree in Business, Data Analytics

Tools

Gainsight

Salesforce

Tableau

Job description

Appian is seeking a Customer Success Strategy and Operations professional to join the Chief Customer Office. This role involves leading programs for customer satisfaction and adoption, focusing on operational excellence and strategic initiatives to enhance customer experience.

In this position, you will collaborate across departments to define objectives, build processes, and leverage data to drive measurable improvements. The ideal candidate will have extensive experience in customer success, exceptional analytical abilities, and a strong background in enterprise SaaS.