DOD Customer Success Manager - Top Secret Clearance (McLean, VA)

Here at Appian, our values of Intensity and Excellence define who we are. We set high standards and live up to them, ensuring that everything we do is done with care and quality. We approach every challenge with ambition and commitment, holding ourselves and each other accountable to achieve the best results. When you join Appian, you’ll be part of a passionate team dedicated to accomplishing hard things, together.

We are seeking a Customer Success Manager to join our team. You will serve as a strategic advisor to empower leading companies across many industries in transforming their businesses through process applications built on Appian’s software platform with AI, robotic automation, Data Fabric, and other innovative technologies. You will gain a deep understanding of our customers’ business goals, cultivate impactful relationships with stakeholders at different levels, positioning yourself as a trusted advisor and catalyst for their success.

Combining your understanding of customer needs, your business and technical aptitude, and deep expertise you will develop about Appian capabilities, you will enable customers to achieve their unique objectives through collaborative engagement with internal and external partners. As a Customer Success Manager, your task will be to ensure progress against key customer outcomes, identify and mitigate various types of risks to customer success, including: business, program, implementation, technical, project, adoption, engagement.

This role is based at our HQ in McLean, VA. Appian was built on a culture of in-person collaboration, which we believe is a key driver of our mission to be the best. Employees hired for this position are expected to be in the office 4 - 5 days per week to foster that culture, ensure we thrive through shared ideas and teamwork, and maximize opportunities to connect with the exceptional people across Appian. While working in-person with customers is our main priority, we also believe the office environment enables more opportunities to celebrate wins, collaborate effectively, and build strong relationships across teams.

What you’ll do:

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Uncover and shape each customer’s desired goals, translate these objectives into actionable and prioritized plans, and then drive execution of these plans with the customer.

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Drive adoption by empowering clients to become more self-sufficient with building and managing Appian applications and solutions.

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Identify opportunities for Appian to reach the client’s business goals and articulate business value cases for additional investment in expanding the customer’s use of Appian.

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Identify and remove any barriers to successful adoption and expansion of the customer’s use of Appian software.

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Establish yourself as a strategic partner and trusted advisor with key client stakeholders by demonstrating alignment between Appian’s capabilities and the client’s evolving business strategy.

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Monitor account health to ensure customer satisfaction and identify opportunities for impactful intervention.

You’ll be successful in this role if you have skills and experience to:

• Uncover and shape each customer’s goals, translate them into prioritized plans, and drive execution together.

• Drive adoption by empowering clients to be self-sufficient in building and managing Appian applications.

• Identify opportunities to expand Appian’s footprint and articulate clear business value cases.

• Monitor account health, address barriers, and ensure customer satisfaction.

• Establish yourself as a trusted advisor with key stakeholders by aligning Appian’s capabilities to their evolving strategy.

• Develop deep mastery of Appian’s products, implementation methodology, and best practices.

• Recommend process improvements and technology solutions, including AI, that deliver measurable outcomes.

• Build joint roadmaps and success plans that ensure long-term impact.

• Communicate confidently across technical teams, business stakeholders, and executives-including C-level leaders.

• Collaborate effectively with internal and external partners, mentor colleagues, and advocate for agile practices.

Required skills and experience:

• Bachelor’s degree, ideally in a technical field.

• 5+ years of experience in technology consulting, success management, or advisory services.

• Proven ability to act as a trusted advisor and drive measurable business value for customers.

• Experience implementing, configuring, deploying, or testing enterprise technology solutions (SaaS/PaaS).

• Strong understanding of system integration, data architecture, or enterprise architecture.

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Excellent consulting, communication, and presentation skills with executive and technical audiences.

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Strong organization and project management skills with close attention to detail.

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Experience with agile software development practices.

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Willingness to travel up to 25–50%.

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Tools and Resources

• Training and Development: During onboarding, we focus on equipping new hires with the skills and knowledge for success through department-specific training. Continuous learning is a central focus at Appian, with dedicated mentorship and the First-Friend program being widely utilized resources for new hires.

• Growth Opportunities: Appian provides a diverse array of growth and development opportunities, including our leadership program tailored for new and aspiring managers, a comprehensive library of specialized department training through Appian University, skills based training, and tuition reimbursement for those aiming to advance their education. This commitment ensures that employees have access to a holistic range of development opportunities.

• Community: We’ll immerse you into our community rooted in respect starting on day one. Appian fosters inclusivity through our 8 employee-led affinity groups. These groups help employees build stronger internal and external networks by planning social, educational, and outreach activities to connect with Appianites and larger initiatives throughout the company.

About Appian

Appian is a software company that automates business processes. The Appian AI-Powered Process Platform includes everything you need to design, automate, and optimize even the most complex processes, from start to finish. The world's most innovative organizations trust Appian to improve their workflows, unify data, and optimize operations—resulting in better growth and superior customer experiences. For more information, visit appian.com. [Nasdaq: APPN]

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Appian is an equal opportunity employer that strives to attract and retain the best talent. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law.

Appian provides reasonable accommodations to applicants in accordance with all applicable laws. If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected]. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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