Strategic Enterprise CSM - AI & Growth

Appian; Madison (WI); On-site; USD 125,000 - 250,000; Full time

Benefits offered by this job

401(k) with company match

Paid parental leave

Medical, dental, and vision plans

Life insurance

Disability insurance

Wellness program

Tuition reimbursement

Employee referral bonus

Job summary

Appian in Madison, WI is seeking a Customer Success Manager to guide strategic accounts, drive adoption of Appian's platform, and build trusted advisor relationships with stakeholders.

You will shape success plans, identify risks, and collaborate with partners to deliver measurable outcomes across AI, robotic automation, Data Fabric, and other innovations. Travel about 25% is expected.

Qualifications

• Bachelors degree 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 customers 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 Appians capabilities to customers evolving business strategies.
• Identify opportunities to expand Appians 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 Appians 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.

Skills

Trusted advisor

Executive communication

Project management

Agile methodologies

Enterprise platforms

Travel 25%

Education

Bachelors degree, ideally in a technical field

Job description

Appian in Madison, WI is seeking a Customer Success Manager to guide strategic accounts, drive adoption of Appian's platform, and build trusted advisor relationships with stakeholders.

You will shape success plans, identify risks, and collaborate with partners to deliver measurable outcomes across AI, robotic automation, Data Fabric, and other innovations. Travel about 25% is expected.