Overview In this role, you shape how enterprise customers realize value with Appian by leading adoption and satisfaction programs. You will partner with Customer Success leadership to define objectives, build scalable processes, and drive measurable improvements across the customer lifecycle. The position sits at the intersection of data, strategy, and customer advocacy, with cross-functional influence to raise the bar for enterprise CS. You'll work in the HQ environment in McLean, VA and contribute to a culture of impact, collaboration, and continuous improvement. This is a high-impact role focused on health signals, segmentation, and end-to-end customer journeys that sustain retention and growth.
Compensation / Benefits- 401(k) plan with company match
- health, dental, and vision plans
- paid parental leave
- life and disability insurance
- Employee Stock Purchase Program (ESPP)
- tuition reimbursement
Responsibilities- Own and improve the customer health framework, including signals, scoring, and data inputs for real-time portfolio view
- Design and operationalize CS, Sales, and cross-functional playbooks and escalation protocols tied to health signals
- Lead a VoC program capturing feedback across touchpoints and ensure closed-loop action with CS, Product, Engineering, and leadership
- Define customer segmentation and map differentiated coverage models and programs accordingly
- Map the end-to-end customer journey, identify friction, and collaborate to improve retention, expansion, and adoption
- Provide strategic and technical leadership over analytics platforms and data infrastructure powering decisioning
- Translate large datasets into insights on engagement, adoption, and risk
- Leverage data to create targeted interventions that accelerate value realization and satisfaction
- Drive cross-functional alignment to embed CS strategy in broader business objectives and ensure a cohesive customer experience
- Collaborate with a high-performing CCO Office team to foster analytical rigor, ownership, and continuous improvement
- Own executive reporting on health, retention, satisfaction, and expansion for CS leadership
- Stay ahead of industry trends in CCO functions and SaaS lifecycle management to drive innovation
Key requirements- 8+ years in Customer Success Strategy, Success Management at Scale, or CS Operations in enterprise SaaS
- Proven track record scaling strategic CS programs (health scoring, lifecycle strategy, risk mitigation)
- Experience designing and launching new programs from concept to scalable delivery with measurable outcomes
- Strong analytical and data strategy skills; ability to translate datasets into executive-ready insights
- Comfort leading in high-performance teams, managing ambiguity, and driving cross-functional change
- Ability to influence senior stakeholders and drive alignment across functions
- Proficiency with CS platforms and analytics tools (e.g., Gainsight, Salesforce, Tableau)
- Outstanding written and verbal communication
- collaboration
- influence
- strong communication
- Gainsight
- Salesforce
- Tableau
