Program Manager

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 seeking a strategic, high-impact Program Manager to architect and lead key initiatives that elevate our Public Sector customer experience. In this role, you’ll design and execute enterprise-wide programs that accelerate onboarding, drive product adoption, unlock value realization, and secure renewals—ensuring mission-critical outcomes for our government clients. 

The ideal candidate is a visionary customer advocate with a proven track record of scaling customer-centric initiatives in the B2B SaaS space. You will operate as the critical connective tissue between Sales, Product, Marketing, and Support.

This role is based at our HQ in McLean, VA. While working in-person with customers is our top priority, we also believe that being in the office fosters the in-person collaboration that Appian was built on. It’s a key driver of our mission to be the best - enabling shared ideas, stronger teamwork, and more opportunities to connect and celebrate working with the exceptional people across Appian. Employees hired for this position are expected to be in the office 5 days a week, unless on a customer site, to support this culture and help us continue to thrive.

As a Program Manager, you will:

• Design, implement, and optimize customer success programs for the US Army encompassing onboarding, adoption, value realization, and renewal.

• Lead and manage large-scale, cross-functional initiatives from initiation through to completion, ensuring they are delivered on time, within scope and budget, and meet strategic objectives.

• Develop and manage a strategic roadmap of customer success initiatives that align with overarching company goals and customer needs.

• Serve as the voice of the customer within the organization, gathering and analyzing feedback to inform program development and product enhancements.

• Establish, monitor, and report on key performance indicators (KPIs) for customer success programs, including but not limited to customer health scores, Net Promoter Score (NPS), churn rates, and renewal rates.

• Collaborate closely with cross-functional leaders to ensure a cohesive and unified customer experience across all touchpoints.