Lead Strategist, Customer Success Strategy and Operations

The role

You will lead a portfolio of adoption and customer satisfaction programs and strategic initiatives. You will architect the global enterprise customer strategy and own the blueprint for how value, retention, and growth are delivered.

What you will do

• Create and maintain the customer health framework
• Design and operationalize programs and playbooks for CS, Sales, and cross-functional teams
• Lead a structured VoC program to capture feedback
• Define customer segmentation to drive coverage models and program design
• Map and own the end-to-end customer journey
• Provide strategic and technical leadership over analytics platforms and data infrastructure
• Leverage data to develop customer journeys and targeted interventions
• Drive C-Suite and leadership alignment across multiple functions
• Own executive reporting on customer health, satisfaction, retention, and expansion
• Stay ahead of industry trends in CCO functions and SaaS lifecycle management

Required qualifications

• 8+ years of experience in Customer Success Strategy, Success Management at Scale, Customer Success Management Operations or a related function
• At least 3 years in a role within an enterprise SaaS environment
• Track record of owning and scaling customer success programs at a strategic level
• Ability to design and launch net-new programs from the ground up
• Exceptional analytical and data strategy skills
• Experience in high-performing teams
• Ability to influence senior stakeholders and drive alignment across functions
• Proficiency with CS platforms and analytics tools (e.g., Gainsight, Salesforce, Tableau, or similar)
• Outstanding written and verbal communication skills

Nice to have

• Experience in a Chief Customer Office or equivalent CCO-aligned function
• Experience as a Customer Success Management for Enterprise Customers
• Familiarity with process automation software and Appian
• MBA or advanced degree in Business, Data Analytics, or a related field

Benefits

• 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
• Employee referral bonus program
• Learning and development resources
• Employee Stock Purchase Program (ESPP)

About the company

Appian provides AI automation for the most important business processes at the world’s largest organizations. The company has been automating processes for more than 25 years.