Program Manager (Intel)

About the Team:

The Customer Success team at Appian supports the nation's most critical government agencies to deliver AI-Powered Process Automation solutions that transform mission outcomes. This team owns the full customer lifecycle, from strategic onboarding through expansion and renewal, ensuring our Intel Community customers realize measurable value and operational excellence.

The Opportunity:

Appian is expanding its footprint within the IC, and this role sits at the center of that growth. You will architect and lead high-impact programs that ensure our most sensitive government clients achieve mission success with our AI-Powered Process Automation platform. This is a rare opportunity to define best practices, influence cross-functional strategy, and drive measurable outcomes in one of the most demanding and rewarding sectors in enterprise software.

This role is based at our HQ in McLean, VA. Employees hired for this position are expected to be in the office 4 - 5 days per week.

What You'll Do:

• Architect and execute enterprise-wide customer success programs including onboarding frameworks, adoption playbooks, value realization strategies, and renewal campaigns tailored to Intel community requirements and mission criticality.
• Lead large-scale, cross-functional initiatives from initiation to completion, coordinating across Appian Customer Success, Sales, Product, Engineering, and Professional Services to deliver seamless customer experiences and measurable outcomes.
• Partner with senior stakeholders across IC customers and internal teams to define strategic roadmaps, influence decision-making, and align program priorities with both customer missions and Appian business objectives.
• Establish and monitor key performance indicators such as Net Promoter Score, churn rates, renewal rates, customer health scores, and adoption metrics to drive continuous improvement and demonstrate program impact.

Required Qualifications:

• Education: Bachelor's degree or higher in Business Administration, Information Systems, Public Administration, Engineering, or a related field.
• Intel Focus: Experience working with the Intel Community and understanding of mission-critical customer requirements.
• Experience: 10+ years of experience in program management or customer success within B2B SaaS environments, with demonstrated success driving enterprise-wide initiatives.
• Program Leadership: Proven ability to lead cross-functional projects and customer success programs from design through execution, including onboarding, adoption, value realization, and renewal strategies.
• Strategic Roadmapping: Experience developing and executing strategic roadmaps that align customer outcomes with business objectives and drive measurable impact.
• Data-Driven Management: Strong analytical skills with hands-on experience managing professional services and contract KPIs for program optimization.
• Stakeholder Influence: Demonstrated ability to engage, influence, and build trust with senior stakeholders across customer organizations and internal cross-functional teams.
• Security Clearance: Active TS/SCI security clearance with polygraph.

Preferred Qualifications:

• Certifications: Advanced certifications such as PMP, CSM, or equivalent program management credentials.
• Technology Proficiency: Hands-on experience with CRM software such as Salesforce and customer success platforms such as Gainsight or Totango.
• Federal Procurement Knowledge: Familiarity with federal procurement processes, compliance requirements, and contracting vehicles.
• We value experience with enterprise platforms as these skills translate well into our Enterprise-Grade Orchestration environment.

Base Salary Range:

The base salary range provided represents a good faith and reasonable estimate of the range at the time of posting. In addition to the base salary, this position is eligible for a government clearance differential. Actual compensation will be dependent on a number of factors including, but not limited to, the candidate's relevant work experience, qualifications, internal peer equity, and market and business conditions that exist when extending an offer. A discretionary bonus may be awarded in recognition of individual and company performance.

Range: $150,000 - $300,000 USD

In addition, Appian provides generous benefits offerings that include a 401(k) plan with company match, flexible time off, paid parental leave, medical, dental, and vision plans, life insurance, disability insurance, wellness programs, flexible spending accounts, health savings account contributions, an employee referral bonus program, and learning and development resources. Certain positions may be eligible for equity awards.

Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation, commission, bonus, or benefit plans.

Tools and Resources:

• Training and Development: During onboarding, we focus on equipping new hires with the skills and knowledge for success through department-specific training. Continuous learning is a central focus at Appian, with dedicated mentorship and the First-Friend program being widely utilized resources for new hires.
• Growth Opportunities: Appian provides a diverse array of growth and development opportunities, including our leadership program tailored for new and aspiring managers, a comprehensive library of specialized department training through Appian University, skills based training, and tuition reimbursement for those aiming to advance their education.
• Community: We'll immerse you into our community rooted in respect starting on day one. Appian fosters inclusivity through our 8 employee-led affinity groups, which help employees build stronger internal and external networks.

Benefits:

Appian offers a comprehensive benefits package designed to support your health, wellbeing, and financial future. Benefits may include health coverage, Employee Assistance Program (EAP) with free mental health support, life and disability insurance, an Employee Stock Purchase Program (ESPP), a retirement/pension plan, wellness dollars, tuition reimbursement, family-forming benefits and more. Benefits vary by country.

About Appian:

Appian provides AI automation for the most important business processes at the world's largest organizations. Our platform is known for its unique power, reliability, and scale. We've been automating processes for more than 25 years and have proven expertise in enterprise operations.

Equal Opportunity:

Appian is an equal opportunity employer that strives to attract and retain the best talent. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law.

Appian provides reasonable accommodations to applicants in accordance with all applicable laws. If you need a reasonable accommodation for any part of the employment process, please contact [email protected]. Only inquiries concerning a request for reasonable accommodation will be responded to from this email address.