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.

• 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.

• Lead, mentor, and foster a high-performance culture among Customer Success team members.

Basic Qualifications: 

• Bachelor’s degree in a relevant field.

• A minimum of 10+ years of experience in program management that manages delivery of complex technology modernization initiatives within the Army or other relevant federal government agencies.  Ideal candidates will have a PMP or PgMP certification and agile certifications (Certified Scrum Master, SAFe Agilist, etc.).

• Proven ability to develop and execute complex programs and large-scale projects with measurable results and managing over 50 resources  and over $13M in annual services revenue.

• 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.  The ideal candidate will have experience and relationships with clients within the Army. 

• Proficiency with Appian, other modern platform technologies (e.g., Salesforce, ServiceNow, Palantir) and/or custom application development.  

• Experience leading technology modernization leverage agile methodologies and AI enabled code generation approaches.

• US Citizenship with an ability to hold a US government clearance.

• Willingness to travel to client locations, as required.