Customer Success Manager

Here at Appian, our values of Intensity and Excellence define who we are. We set high standards and live up to them, ensuring that everything we do is done with care and quality. We approach every challenge with ambition and commitment, holding ourselves and each other accountable to achieve the best results. When you join Appian, you’ll be part of a passionate team dedicated to accomplishing hard things, together.

Are you an elite relationship builder and technical strategist who can serve as a trusted advisor to C-level executives? Empower leading organizations to transform their operations through enterprise orchestration.

Location: Mexico City, MX | Work Model: Hybrid (4 days/week on-site)

About the Team

Appian Customer Success is obsessed with delivering exceptional customer outcomes and high-value business impact. Our Customer Success Management team acts as the primary catalyst for client growth, working in tight alignment with internal and external partners. Grounded in a culture of in-person collaboration at our McLean HQ, we build deep, long-term relationships with leading global enterprises to ensure they maximize the value of our AI-Powered Process Automation platform.

The Opportunity

As a Customer Success Manager, you will serve as a premier strategic advisor to elite organizations. This role is vital right now because companies are rapidly scaling complex automated ecosystems. You will use your business acumen and technical aptitude to help clients unlock the full power of our advanced capabilities—including unified Data Fabric , robotic automation, and generative AI. By proactively mitigating delivery, adoption, and technical risks, you will enable clients to achieve flawless Enterprise-Grade Orchestration .

What You’ll Do

Govern Account Strategy: Uncover and shape each customer’s business goals, translating them into prioritized, actionable roadmap plans and driving executive execution.

Drive Platform Adoption: Lead customer adoption initiatives by empowering clients to become entirely self-sufficient in building, managing, and scaling Appian applications.

Mitigate Portfolio Risk: Monitor overall account health, proactively addressing business, program, implementation, and technical risks to remove barriers to long-term growth.

Formulate Value Cases: Identify expansion opportunities across your portfolio and articulate clear, data-backed business value cases for additional software investment.

Advise Executive Leadership: Communicate confidently across technical engineering teams, business stakeholders, and C-level executives to align technology with corporate strategy.

Architect Process Improvement: Recommend sophisticated process improvements and technology solutions, including Artificial Intelligence ( AI ), to drive immense organizational efficiency.

Required Qualifications

Education: Minimum of a Bachelor’s degree from an accredited institution, ideally in a technical or analytical field. (Equivalent experience is not accepted in lieu of a degree).

Experience: 10+ years of combined experience in technology, enterprise account strategy, or technical consulting.

Strategic Advisory: Proven ability to act as a trusted advisor, guide technical teams, and drive measurable business value for enterprise customers.

Ecosystem Mastery: Demonstrable understanding of large-scale enterprise platforms, system integration, and how complex software architectures solve business problems.

Agile Governance: Strong operational organization, project management skills, and experience with Agile software development practices.

Mobility: Willingness to travel an average of 25% annually to engage in-person with strategic customers.

Preferred Qualifications

5+ years of dedicated experience within customer success management, program management, account management, or executive advisory services.

Direct hands-on experience implementing, configuring, deploying, or testing enterp