Strategist

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.

Appian is looking for an experienced Customer Success Strategy and Operations professional to join the Chief Customer Office's team. In this role, you will lead a portfolio of adoption and customer satisfaction programs and strategic initiatives that directly shape how our enterprise customers experience value with Appian. You will serve as a trusted partner to Customer Success leadership - helping define objectives and strategy, building scalable processes, and driving measurable improvements across the customer lifecycle. This is a high-impact, cross-functional role that sits at the intersection of data, strategy, and customer advocacy.  It requires equal parts strategic vision, operational rigor, and cross-functional influence and the ability to contribute to a team that continuously raises the bar for how enterprise customer success is defined and delivered.

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.

In this role, you will: 

• Set the vision and own the creation, maintenance, and continuous improvement of the customer health framework -  defining the signals, scoring models, and data inputs that give the organization a real-time, accurate view of customer health across the entire portfolio.

• Design and operationalize programs and playbooks that enable CS, Sales, and cross-functional teams to act on health signals - including early warning triggers, risk escalation protocols, intervention strategies - and establish a feedback loop to improve them based on results.

• Collaborate on a structured VoC program that systematically captures feedback across internal and external touchpoints (CSAT, churn interviews, support signals) and closes the loop internally with CS, Product, Engineering, and leadership.