Director, Customer Success

About the role

Our Chennai Shared Services Center (SSC) is the engine room that powers Appian's global Customer Success delivery. We are a high-performing, rapidly growing hub of world-class consultants and specialists who enable global enterprise clients to maximize the value of the Appian platform. Our culture thrives on operational excellence, collaboration, and a shared pride in driving tangible business outcomes for our customers worldwide. As the Director, Customer Success (Regional Leader), you will hold the keys to the overall health, performance, and scalability of our Chennai SSC. This is a pure operational and people leadership role where your success is measured not by technical code, but by organizational vitality- ensuring we have a healthy, optimally staffed, and highly motivated operation. Acting as a critical bridge between local execution and global strategy, you will balance the fast-paced expectations of our US headquarters with the unique needs of our regional talent. If you are an operational strategist who loves building cohesive team cultures, managing global stakeholder matrices, and scaling high-performing regional hubs, this role offers an incredible platform for global impact.

Responsibilities

• Govern Regional Finances: Collaborate closely with operations to manage cost tracking, theater charge-backs for unbillable work, and financial discipline across the SSC. Serve as the primary point of contact for Ops finance and ensure the center operates within a clear, defensible cost model.
• Lead People and Organizational Health: Own the full people management lifecycle for the Chennai team, including performance reviews, career development conversations, compensation inputs, and HR matters. Ensure consultants have the support and clarity they need to grow and stay.
• Required Qualifications
• Bachelor's degree or equivalent practical experience.
• 10+ years of professional experience with a proven track record of leading operations, resource management, or regional hub delivery within a global enterprise software company or top-tier consulting firm.
• Direct experience working within a US-headquartered organization, with a demonstrated ability to successfully navigate the pace, operating frameworks, and communication style of a US-based matrixed business.
• Deep expertise in managing resource management metrics, including billable utilization, capacity planning, and operational forecasting.
• Demonstrated experience in people management, including performance development, compensation planning, and scaling large teams.
• Strong financial acumen with experience managing regional budgets and internal charge-back models.
• Ability to work on-site 5 days a week at our Chennai office.

Requirements

• Master of Business Administration (MBA) or equivalen

Benefits

Additional Information

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. Director, Customer Success (Regional Leader) Location: Chennai, India | Work Model: In-office (5 days per week)

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