Program Manager (Intel)

McLean, VA | Work Model: On-site at Appian Headquarters

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. Appian was built on a culture of in-person collaboration, which we believe is a key driver of our mission to be the best. Employees hired for this position are expected to be in the office 4 - 5 days per week to foster that culture, ensure we thrive through shared ideas and teamwork, and maximize opportunities to connect with the exceptional people across Appian. While working in-person with customers is our main priority, we also believe the office environment enables more opportunities to celebrate wins, collaborate effectively, and build strong relationships across teams.

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.