AVP, Customer Success

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.

Area Vice President - US Public Sector Customer Success Program Management Office

McLean, Virginia, USA | Work Model: Hybrid

Establish and lead the Program Management Office governance framework that ensures mission assurance and customer success outcomes across the entire US Public Sector portfolio, driving growth through delivery excellence.

ABOUT THE TEAM

The US Public Sector Customer Success team delivers mission-critical business impact for U.S. federal, state, and local government customers, bringing their best ideas to life through exceptional outcomes. This team enables customers to build and lead at scale using AI-Powered Process Automation, operating with significant autonomy to shape delivery standards and governance practices. Your leadership will directly influence how Appian scales its public sector footprint and drives customer-led growth in one of our most strategic markets.

THE OPPORTUNITY

Appian is accelerating its investment in the US Public Sector as government agencies modernize their operations with AI-Powered Process Automation. This role exists to establish the foundational PMO infrastructure and delivery governance that will enable scalable, compliant, and high-impact customer outcomes across defense, intelligence, civilian, and state and local government portfolios. You will architect the operating rhythm that transforms delivery excellence into measurable growth while ensuring mission assurance in highly regulated environments.

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 operationalize the PMO governance framework, establishing delivery standards, operating rhythms, and portfolio management practices that ensure mission assurance and customer success across all US Public Sector engagements.
• Lead financial management and delivery performance optimization across the portfolio, driving forecasting accuracy, utilization targets, margin improvement, and resource allocation decisions that balance growth with profitability.
• Partner with executive stakeholders across Customer Success, Sales, and Product teams to align delivery capacity with pipeline growth, ensuring seamless handoffs and proactive risk mitigation throughout the customer lifecycle.
• Execute comprehensive risk and issue management protocols, implementing early warning systems and resolution frameworks that protect customer outcomes and maintain compliance with U.S. public sector contracting requirements.
• Drive portfolio-level reporting and business intelligence, delivering executive dashboards and insights that inform strategic decisions on capacity planning, customer health, and expansion opportunities.
• Champion Agile delivery methodologies and continuous improvement practices, coaching delivery teams and embedding quality standards that accelerate time-to-value for government customers.

REQUIRED QUALIFICATIONS

• Education: Hold a Bachelor's degree or higher in Business Administration, Information Systems, Engineering, Public Administration, or a related field.
• Experience: 15+ years of progressive experience in program management, delivery leadership, or consulting within enterprise software or government contracting environments.
• PMO Leadership: Proven track record establishing and scaling Program Management Offices with comprehensive delivery governance frameworks, operating rhythms, and portfolio management practices.
• Public Sector Expertise: Deep knowledge of U.S. public sector contracting, compliance requirements, and procurement processes across federal, state, or local government agencies.
• Financial Acumen: Demonstrated expertise managing financial performance metrics including forecasting, utilization optimization, margin management, and resource allocation across complex delivery portfolios.
• Agile Delivery: Strong command of Agile delivery methodologies and their application in enterprise software implementation and government modernization programs.
• Executive Communication: Exceptional stakeholder management skills with the ability to influence and align executive audiences across customer organizations and internal leadership teams.
• Risk Management: Expert-level capability in risk identification, issue resolution, and governance protocols that ensure delivery success in mission-critical environments.

PREFERRED QUALIFICATIONS

• Software Consulting Background: Experience delivering enterprise software solutions such as ERP, CRM, BPM, workflow automation, data integration, or enterprise application integration platforms.
• Government Delivery Experience: Direct delivery experience in defense, intelligence, civilian agency, or state and local government environments with knowledge of mission-specific requirements and constraints.
• Enterprise Architecture Knowledge: Applied understanding of enterprise architecture principles, data management practices, and integration patterns in complex government IT landscapes.
• Platform Experience: Hands-on experience with AI-Powered Process Automation platforms or similar enterprise orchestration technologies.

The base salary range provided represents a good faith and reasonable estimate of the range at the time of posting. In addition to the base salary, this position is eligible for a government clearance differential. 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

$200,000 — $375,000 USD

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 .

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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.

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