Principal Program Manager

Zscaler

. Lead end-to-end strategic programs from planning to execution for complex multi-workstream Customer Success initiatives .

Posted 9/18/2026full-timeRemote • United StatesLead💰 $1 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading complex, cross-functional programs with a focus on program governance, success metrics, and risk management. Leverages analytical skills and foundational knowledge of AI/ML technologies to drive customer success and operational performance in a high-growth SaaS environment.

Highest-signal resume keywords

Program ManagementCustomer Success OperationsGovernance FrameworksData-Driven AnalysisAI/ML Technologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Program ChartersSuccess MetricsMilestone PlanningRisk ManagementKPI DevelopmentOperational AdoptionCross-Functional LeadershipAnalytical RigorProblem FramingDecision Facilitation

Soft Skills

Critical ThinkingAccountabilityCollaborationCommunicationExecutive Partnership

Tools & Technologies

Customer Success ToolingEnterprise Software PlatformsGovernance Automation

Certifications & Qualifications

PMPPgMPProsci

Industry Keywords

SaaSProfessional ServicesTechnical SupportCustomer OutcomesOperational Performance

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Lead end-to-end strategic programs from planning to execution for complex multi-workstream Customer Success initiatives
Drive accountability across distributed teams by establishing program charters, success metrics, milestones, and governance frameworks
Ensure clear ownership, timelines, and commitments across cross-functional teams
Apply critical thinking and data-driven analysis to diagnose program health, surface and manage risks, and recommend course corrections
Create and drive program charters, RACI, success metrics/OKRs, milestones, and executive readouts
Serve as the connective tissue between strategy and execution across Professional Services, Technical Success, and Support to improve customer outcomes, operational performance, and business impact

Requirements

What you’ll need

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

Benefits

Comp & perks

Various health plans
Time off plans for vacation and sick time
Parental leave options
Retirement options
Education reimbursement
In-office perks
Hybrid working model