Strategic Lead, Customer Success & Operations

Appian; Falls Church (VA); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Training and Development

Growth Opportunities

Community Engagement

Comprehensive benefits package

Job summary

Appian is hiring a Customer Success Strategy and Operations professional to join their team in Falls Church, VA. The position involves leading customer satisfaction programs and enhancing customer experiences through strategic initiatives.

The ideal candidate will have over 8 years in Customer Success Management, particularly in an enterprise SaaS environment, with strong analytical skills and experience in developing customer health frameworks. Appian values in-person collaboration and expects employees to be in the office 4-5 days a week.

Qualifications

• 8+ years of experience in Customer Success Strategy or related positions in a SaaS environment.
• Proven ability to design and launch new programs.
• Exceptional analytical and data strategy skills.

Responsibilities

• Set and own the vision for customer health frameworks.
• Design programs that enable cross-functional teams.
• Map customer journey and drive improvements.

Skills

Customer Success Management

Data Analysis

Process Improvement

Stakeholder Management

Communication Skills

Education

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

Tools

Salesforce

Tableau

Gainsight

Job description

Appian is hiring a Customer Success Strategy and Operations professional to join their team in Falls Church, VA. The position involves leading customer satisfaction programs and enhancing customer experiences through strategic initiatives.

The ideal candidate will have over 8 years in Customer Success Management, particularly in an enterprise SaaS environment, with strong analytical skills and experience in developing customer health frameworks. Appian values in-person collaboration and expects employees to be in the office 4-5 days a week.