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 enterprise technology solutions (SaaS / PaaS). Strong foundational understanding of advanced data architecture or enterprise architecture frameworks. We value experience with enterprise platforms such as Salesforce or ServiceNow, as these skills translate well into our Enterprise-Grade Orchestration environment. The base salary range represents a good faith and reasonable estimate of the range at the time of posting. Actual compensation will be dependent on a number of factors including, but not limited to, the candidate’s relevant work experience, qualifications, internal peer equity, and market and business conditions that exist when extending an offer. A discretionary bonus may be awarded in recognition of individual and company performance. In addition, Appian provides generous benefits offerings 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, and learning and development resources. Certain positions may be eligible for equity awards. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation, commission, bonus, or benefit plans. Base Salary Range $1,325,000—$2,300,000 MXN Tools and Resources Training and Development: During onboarding, we focus on equipping new hires with the skills and knowledge for success through department-specific training. Continuous learning is a central focus at Appian, with dedicated mentorship and the First-Friend program being widely utilized resources for new hires. Growth Opportunities: Appian provides a diverse array of growth and development opportunities, including our leadership program tailored for new and aspiring managers, a comprehensive library of specialized department training through Appian University, skills based training, and tuition reimbursement for those aiming to advance their education. This commitment ensures that employees have access to a holistic range of development opportunities. Community: We’ll immerse you into our community rooted in respect starting on day one. Appian fosters inclusivity through our 8 employee-led affinity groups. These groups help employees build stronger internal and external networks by planning social, educational, and outreach activities to connect with Appianites and larger initiatives throughout the company. Benefits Appian offers a comprehensive benefits package designed to support your health, wellbeing, and financial future. Benefits may include health coverage, Employee Assistance Program (EAP) with free mental health support, life and disability insurance, an Employee Stock Purchase Program (ESPP), a retirement/pension plan, wellness dollars, tuition reimbursement, family-forming benefits and more. Benefits vary by country—please ask your Talent Acquisition contact for details specific to the location you are applying to. About Appian Appian provides AI automation for the most important business processes at the world’s largest organizations. Our platform is known for its unique power, reliability, and scale. We’ve been automating processes for more than 25 years and have proven expertise in enterprise operations. For more information, visit appian.com. Follow Appian: LinkedIn, YouTube, Instagram, Facebook, and X. Appian is an equal opportunity employer that strives to attract and retain the best talent. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law. Appian provides reasonable accommodations to applicants in accordance with all applicable laws. If you need a reasonable accommodation for any part of the employment process, please contact us by email at ReasonableAccommodations@appian.com. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address. Appian's Applicant & Candidate Privacy Notice