Senior Strategy Lead — Customer Success & Operations

Appian Corporation; McLean (VA); On-site; USD 125,000 - 250,000; Full time

Benefits offered by this job

Health coverage

Employee Assistance Program

Tuition reimbursement

Retirement/pension plan

Job summary

Appian Corporation in McLean, VA, seeks an experienced Customer Success Strategy and Operations professional to join their team. This role involves leading customer satisfaction programs and initiatives that enhance enterprise customer experiences with Appian.

The ideal candidate will have over 8 years of relevant experience in customer success within a SaaS environment, coupled with strong analytical and strategic skills. The position requires collaboration across various departments and the ability to drive measurable improvements.

Qualifications

• 8+ years of experience in Customer Success or related field.
• Demonstrated track record in customer success programs.
• Proficiency with customer success platforms.
• Exceptional analytical and data strategy skills.

Responsibilities

• Lead the customer health framework and continuous improvement.
• Design programs and playbooks for cross-functional teams.
• Collaborate on a structured Voice of Customer (VoC) program.
• Map and own the end-to-end customer journey.

Skills

Customer Success Strategy

Analytical Skills

Cross-functional Collaboration

Stakeholder Influence

Communication Skills

Education

Bachelor’s degree

MBA or advanced degree preferred

Tools

Gainsight

Salesforce

Tableau

Job description

Appian Corporation in McLean, VA, seeks an experienced Customer Success Strategy and Operations professional to join their team. This role involves leading customer satisfaction programs and initiatives that enhance enterprise customer experiences with Appian.

The ideal candidate will have over 8 years of relevant experience in customer success within a SaaS environment, coupled with strong analytical and strategic skills. The position requires collaboration across various departments and the ability to drive measurable improvements.