Facebook pixel

Head of Customer Success
Strategy & Operations
Confirmed live in the last 24 hours
McLean, VA, USA
Experience Level
Desired Skills
Data Analysis
  • Ensure Appian's Customer Success team has the tools, processes and communication channels necessary to optimize operations
  • Own all aspects of Customer Success operations including managing P/L through thorough and accurate analysis of bookings, revenue and utilization
  • Manage, coach and mentor a global team of Customer Success Operations professionals
  • Operate as a servant leader, actively seeking insights at all levels of the organization (Finance, Sales, Customer Success VPs, and Consultants) to identify opportunities for operational improvement
  • Accelerate and improve organization-wide change in close collaboration with the Chief Customer Officer
  • Serve as an operational expert and advisor to the Chief Customer Officer, C-suite and, as appropriate, Appian's Board of Directors
  • Collaborate with HR and Recruiting groups to understand external talent markets, related labor costs, and internal compensation models
  • Own the process of onboarding and managing external Appian business partners conducting Customer Success activities on Appian's behalf
  • 10+ years professional experience in business modeling, financial planning and analysis (FP&A) at a global scale
  • 5+ years experience in an operational leadership role within a management consulting, technical delivery, or customer success organizations
  • Experience as a people manager, building and managing teams of successful operational professionals
  • Demonstrated ability to communicate with and influence C-level executives through verbal presentations and accurate, compelling data analysis
  • Proven ability to manage successful P&L for scaled consulting or customer success organizations
  • Impeccable attention to detail
  • Unwavering commitment to disciplined, consistent operational tools, process and execution
  • Experience with public companies, Federal contracting, and/or SaaS/PaaS/IaaS product companies are preferred
  • Expected technical proficiencies include but are not limited to Agile/Scrum project management practices, mastery of business intelligence tools like Tableau, and expert Excel / Google Sheets abilities

1,001-5,000 employees

Low-code development platform for companies
Company Overview
Appian's mission is to become the unified platform for change. The company accelerates customers' businesses by discovering, designing, and automating their most important processes.
  • Private Health Insurance
  • Comprehensive Global Wellness Program
  • Fully-covered Global Milk Stork Benefit
  • Global Wellness Reimbursement
  • Quarterly Awards and Recognition
  • Employee Stock Purchase Plan
  • 401(k) or Pension Plans with Employer Matching
  • Company Paid Life Insurance and Disability
  • Employee Assistance Program
  • Global Parental Leave
  • Charitable Giving Program
  • Paid Time-Off and Paid Holidays
  • Tuition reimbursement for job-related continuing education
  • Professional Development Courses