Customer Success Manager

As a Customer Success Manager, you will serve as a premier strategic advisor to elite organizations. You will use your business acumen and technical aptitude to help clients unlock the full power of Appian's capabilities, including unified Data Fabric, robotic automation, and generative AI. By proactively mitigating delivery, adoption, and technical risks, you will enable clients to achieve Enterprise-Grade Orchestration. The role is based in Mexico City with a hybrid work model (4 days/week on-site).

Responsibilities

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 the 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 organizational efficiency

Requirements

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); 10+ years of combined experience in technology, enterprise account strategy, or technical consulting; Proven ability to act as a trusted advisor, guide technical teams, and drive measurable business value for enterprise customers; Demonstrable understanding of large-scale enterprise platforms, system integration, and how complex software architectures solve business problems; Strong operational organization, project management skills, and experience with Agile software development practices; Willingness to travel an average of 25% annually to engage in-person with strategic customers

Nice to have

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; Experience with enterprise platforms such as Salesforce or ServiceNow

Benefits

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; employee referral bonus program; learning and development resources; discretionary bonus; certain positions may be eligible for equity awards; Employee Assistance Program (EAP) with free mental health support; Employee Stock Purchase Program (ESPP); retirement/pension plan; wellness dollars; tuition reimbursement; family-forming benefits