Appian
Lead Strategist, Customer Success Strategy and Operations
$150K–$300K
McLean, Virginia +1 · Full-time · Posted Jun 24, 2026
- Location
- McLean, Virginia
Appian Corporation - US - Experience
- 8+ years in a relevant function, including at least 3 years in an enterprise SaaS environment.
About the job
Leads enterprise customer success strategy and operations, shaping programs, analytics, and cross-functional actions to improve customer value, adoption, retention, and growth.
What you'll do
- Own the customer health framework, customer segmentation, and end-to-end journey; use data to identify risks and opportunities.
- Design and scale adoption, satisfaction, voice-of-customer, intervention, and lifecycle programs with cross-functional teams.
- Lead analytics and executive reporting on customer health, satisfaction, retention, and expansion; align senior stakeholders around recommendations.
What they ask for
- 8+ years in Customer Success Strategy, Success Management at Scale, Customer Success Management Operations, or a related function, including at least 3 years in an enterprise SaaS environment.
- Track record owning and scaling strategic customer success programs and launching new programs with measurable outcomes.
- Strong analytical and data strategy skills, including measurement frameworks and executive-ready insights.
- Proficiency with CS platforms and analytics tools such as Gainsight, Salesforce, Tableau, or similar.
Nice to have
- Experience in a Chief Customer Office or equivalent CCO-aligned function; experience with enterprise customers.
- Familiarity with process automation software and Appian; MBA or advanced degree in Business, Data Analytics, or a related field.
Pay
$150,000 — $300,000 USD (base salary)
Tools
Gainsight, Salesforce, Tableau
Model-written summary · the original posting is authoritative