Principal Program Manager

Zscaler

1d•Remote

About The Position

We are looking for a Principal Program Manager to join our team. This is a Remote role in the Customer Success PMO & Systems department. As a Principal Program Manager, you will serve as the connective tissue between strategy and execution, leading cross-functional strategic programs across Professional Services, Technical Success, and Support to improve customer outcomes, operational performance, and business impact.

Requirements

8+ years of experience in program management, business operations, Customer Success/Services operations, or related roles
Demonstrated success leading complex, cross-functional, multi-workstream programs spanning multiple quarters from planning through execution and operational adoption
Proven ability to establish and run program governance, including program charters, success metrics/KPIs, milestone plans, operating cadence, and risk/dependency management
Strong executive exposure and partnership, with experience supporting Director/VP/SVP stakeholders through clear problem framing, tradeoffs, decision facilitation, and executive-ready status reporting
Strong analytical rigor and critical thinking skills, with a track record of using data to assess program health and recommend evidence-based course corrections
Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain

Nice To Haves

Experience operating within a high-growth SaaS enterprise environment across Customer Success, Professional Services, and Technical Support ecosystems
Professional program management or change management certifications such as PMP, PgMP, or Prosci
Hands-on experience implementing enterprise software platforms or Customer Success tooling to automate governance and reporting

Responsibilities

Lead end-to-end strategic programs from planning to execution for complex multi-workstream Customer Success initiatives
Drive accountability across distributed teams to establish program charters, success metrics, milestones, and governance frameworks that keep complex programs on track from kickoff through delivery enablement
Ensure clear ownership, timelines, and commitments across cross-functional teams to reliably meet organizational goals
Apply rigorous critical thinking and data-driven analysis to diagnose program health, surface and manage risks, and recommend evidence-backed course corrections
Create and drive program charters, RACI, success metrics/OKRs, milestones, and executive readouts to keep decisions unblocked and progress visible