Lead Strategist, Customer Success Strategy and Operations
Core
Lead adoption and customer satisfaction programs, define customer health frameworks, and drive strategic initiatives to shape how enterprise customers experience value with Appian.
Role type
Senior IC Customer Success Strategy and Operations Lead
Builds
Scalable customer success processes, health scoring frameworks, VoC programs, and customer journey maps
Domain
Enterprise SaaS / Customer Success
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer Success Strategy, scaling CS programs, data strategy, analytics, stakeholder influence, cross-functional alignment, segmentation modeling, executive reporting
Preferred skills
Chief Customer Office (CCO) experience, Enterprise Customer Success Management, process automation, Appian platform familiarity, MBA or advanced degree
Technologies
Gainsight, Salesforce, Tableau
Responsibilities
Define and maintain customer health frameworks and scoring models; design playbooks for acting on health signals; lead Voice of Customer (VoC) programs; segment customers and design coverage models; map and optimize the end-to-end customer journey; provide strategic leadership over analytics platforms and data infrastructure; drive alignment across Sales, Product, Marketing, Engineering, and CS; own executive reporting on retention and expansion.
Seniority
Senior, hands-on IC with strategic leadership
