Program Manager (Intel)

Design and deliver mission-critical Appian customer success programs for Intel customers.

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 to foster the in-person culture, ensure we thrive through shared ideas and teamwork, and maximize opportunities to connect with the exceptional people across Appian.

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.
• Experience with enterprise platforms, as these skills translate well into our Enterprise-Grade Orchestration environment.

Compensation and Benefits:

The base salary range provided represents a good faith and reasonable estimate of the range at the time of posting, from $150,000 to $300,000 USD. In addition to the base salary, this position is eligible for a government clearance differential. A discretionary bonus may be awarded in recognition of individual and company performance.

Appian provides benefits 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, learning and development resources, and possible equity awards.

Tools and Resources:

• Training and Development: During onboarding, new hires receive department-specific training, with dedicated mentorship and the First-Friend program.
• Growth Opportunities: Leadership program for new and aspiring managers, a library of specialized department training through Appian University, skills based training, and tuition reimbursement.
• Community: Employee-led affinity groups that help employees build internal and external networks.