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Appian Corporation Logo Appian Corporation · Customer Service

Director, Customer Success

India, Chennai · Job Posted June 04, 2026
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Job Description

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.

Job Responsibility

  • Build and Scale the Team: Define hiring profiles in collaboration with Capability Leaders and Talent Management, support interviewing, and manage headcount growth to keep supply aligned with the SSC's expanding service portfolio
  • Set and Uphold the Standard: Establish a culture of excellence and intensity across the Chennai team
  • Own the Supply Side of the Business: Maintain complete visibility into available capacity across all resource pools and make final consultant assignment decisions
  • Drive Utilization Performance: Monitor and manage billable utilization across the Chennai team as an active, ongoing discipline
  • Govern Regional Finances: Collaborate closely with operations to manage cost tracking, theater charge-backs for unbillable work, and financial discipline across the SSC
  • Create and Run Operational Governance: Lead the BAU steering cadence, manage the staffing conflict resolution process, and enforce the lead-time and forecasting expectations that theater leaders must meet
  • 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

Requirements

  • 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

Nice to have

  • Master of Business Administration (MBA) or equivalent advanced degree in Operations or Management
  • Experience scaling a Global Capability Center (GCC) or Shared Services Center (SSC) during a phase of rapid growth
  • Exceptional stakeholder management and conflict resolution skills, with a history of successfully partnering with global executives across different time zones

What we offer

  • Training and Development
  • Growth Opportunities
  • Community
  • health coverage
  • Employee Assistance Program (EAP) with free mental health support
  • life and disability insurance
  • Employee Stock Purchase Program (ESPP)
  • retirement/pension plan
  • wellness dollars
  • tuition reimbursement
  • family-forming benefits
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