Customer Success Manager (Technical, Public Sector)

Appian is a company that specializes in process automation technology, providing solutions for large enterprises and governments. They are seeking a Customer Success Manager to act as a strategic advisor, helping organizations transform their workflows through Appian's software platform and ensuring successful adoption and growth of their applications.

Responsibilities:

• Uncover and shape each customer’s 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 Appian’s capabilities to customers’ evolving business strategies
• Identify opportunities to expand Appian’s 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 Appian’s 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

Requirements:

• Bachelor's degree, ideally in a technical field
• 10+ years of combined experience in technology or technical consulting
• Experience with agile and software development
• 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
• Expected travel averages around 25%, with higher travel demands during select months
• 5+ of experience within success management, program management, account management or advisory services
• Experience implementing, configuring, deploying, or testing enterprise technology solutions (SaaS/PaaS)
• Strong understanding of system integration, data architecture, or enterprise architecture