Technical Program Manager (HHS)

Appian is seeking a strategic and customer-focused Program Manager to lead key initiatives that strengthen the Public Sector customer experience. In this role, you’ll design and execute programs that support onboarding, adoption, value realization, and renewal - ensuring mission-critical outcomes for government clients.

The ideal candidate will be a strategic thinker with a passion for customer advocacy and a proven track record of developing and executing successful customer-centric programs. This individual will work cross-functionally with sales, product, marketing, and support teams to create a seamless and impactful customer journey.

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.

As a Program Manager, you will:

• Design, implement, and optimize a portfolio of customer success programs encompassing onboarding, adoption, value realization, and renewal.
• Lead and manage large-scale, cross-functional projects from initiation through to completion, ensuring they are delivered on time, within scope, 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.
• Develop and maintain strong relationships with key customer stakeholders, acting as a trusted advisor and strategic partner.
• Identify and mitigate risks to customer success, proactively developing and implementing strategies to address challenges.
• Champion a customer-centric culture throughout the organization.

Basic Qualifications:

• Bachelor’s degree in a relevant field.
• A minimum of 10+ years of experience in program management, customer success, or a related field within a B2B SaaS or technology company.
• Proven ability to develop and execute complex programs and large-scale projects with measurable results.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent communication, presentation, and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Proficiency with CRM software (e.g., Salesforce) and customer success platforms (e.g., Gainsight, Totango).