Senior Customer Success Strategy & Operations Lead

Appian; Washington (District of Columbia); 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 an experienced Customer Success Strategy and Operations professional to lead initiatives enhancing customer satisfaction and adoption. This high-impact role requires excellent analytical skills and a deep understanding of customer success management within an enterprise SaaS environment.

Located in Washington, DC, the position emphasizes in-person collaboration, ensuring a strong team culture. The ideal candidate will own significant strategic programs while requiring strong influence across departments to drive customer success.

Qualifications

• 8+ years of experience in Customer Success Strategy or related function, with at least 3 years in an enterprise SaaS environment.
• Proven ability to design and launch customer success programs at a strategic level.
• Exceptional analytical and data strategy skills to translate complex datasets into insights.

Responsibilities

• Set the vision for customer health framework and continuously improve it.
• Design programs that enable teams to act on health signals and establish feedback loops.
• Own the end-to-end customer journey and diagnose friction points.

Skills

Customer Success Strategy

Data Analytics

Operational Rigor

Communication Skills

Cross-Functional Collaboration

Education

MBA or advanced degree in Business, Data Analytics, or related field

Tools

Gainsight

Salesforce

Tableau

Job description

Appian is seeking an experienced Customer Success Strategy and Operations professional to lead initiatives enhancing customer satisfaction and adoption. This high-impact role requires excellent analytical skills and a deep understanding of customer success management within an enterprise SaaS environment.

Located in Washington, DC, the position emphasizes in-person collaboration, ensuring a strong team culture. The ideal candidate will own significant strategic programs while requiring strong influence across departments to drive customer success.