Strategic Program Manager, Public Sector & Customer Success

Appian; McLean (VA); On-site; USD 150,000 - 300,000; Full time

Benefits offered by this job

401(k) with company match

Tuition reimbursement

Health coverage

Employee stock purchase program

Job summary

Appian, headquartered in McLean, VA, seeks a strategic Program Manager to architect and lead enterprise initiatives that elevate our Public Sector customer experience. You’ll partner across Sales, Product, Marketing, and Support to drive onboarding, adoption, value realization, and renewals for government clients.

You’ll manage large cross‑functional programs, report KPIs, and mentor a high‑performing Customer Success team while traveling as needed.

Qualifications

• Bachelor's degree in a relevant field.
• 10+ years of program management delivering complex technology modernization initiatives for federal government programs.
• PMP or PgMP certification and Agile certifications (e.g., CSM, SAFe).
• Experience managing large teams and multi‑million‑dollar engagements.
• Proven ability to translate data into actionable insights.

Responsibilities

• Design, implement, and optimize customer success programs for the US Army, including onboarding, adoption, value realization, and renewal.
• Lead and manage large‑scale, cross‑functional initiatives from initiation to completion, on time, within scope and budget.
• Develop and manage a strategic roadmap of customer success initiatives aligned with company goals.
• Serve as the voice of the customer, gathering feedback to inform program development and product enhancements.
• Establish, monitor, and report KPIs for customer success programs (e.g., health scores, NPS, churn, renewals).
• Collaborate with cross‑functional leaders to ensure a cohesive customer experience across all touchpoints.
• Mentor and foster a high‑performance Customer Success team.

Skills

Program management

Cross‑functional leadership

Stakeholder engagement

Data‑driven decision making

Strategic roadmap planning

Customer success

Education

Bachelor's degree in a relevant field

PMP certification

PgMP certification

Agile certifications (CSM, SAFe)

Tools

Salesforce

ServiceNow

Palantir

Appian

Job description

Appian, headquartered in McLean, VA, seeks a strategic Program Manager to architect and lead enterprise initiatives that elevate our Public Sector customer experience. You’ll partner across Sales, Product, Marketing, and Support to drive onboarding, adoption, value realization, and renewals for government clients.

You’ll manage large cross‑functional programs, report KPIs, and mentor a high‑performing Customer Success team while traveling as needed.