Principal Program Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead comprehensive strategic programs from conception to implementation for intricate multi-workstream Customer Success initiatives.

• Foster accountability among dispersed teams by creating program charters, defining success metrics, establishing milestones, and implementing governance frameworks.

• Ensure transparent ownership, timelines, and commitments across various cross-functional teams.

• Utilize critical thinking and data-driven analysis to evaluate program health, identify and manage risks, and suggest necessary adjustments.

• Develop and execute program charters, RACI, success metrics/OKRs, milestones, and executive readouts.

• Act as a vital link between strategy and execution within Professional Services, Technical Success, and Support to enhance customer outcomes, operational performance, and business impact.

⛳️ Requirements

• Over 8 years of experience in program management, business operations, Customer Success/Services operations, or similar roles.

• Proven track record in leading complex, cross-functional, multi-workstream programs over several quarters from planning to execution and operational adoption.

• Established capability to implement and manage program governance, including program charters, success metrics/KPIs, milestone plans, operating cadence, and risk/dependency management.

• Strong executive engagement and collaboration experience, supporting Director/VP/SVP stakeholders with clear problem framing, trade-offs, decision facilitation, and executive-ready status updates.

• Excellent analytical and critical thinking abilities, with experience using data to evaluate program health and propose evidence-based adjustments.

• Foundational knowledge of AI/ML technologies and experience in leveraging, securing, or positioning AI-driven solutions to enhance outcomes within your functional area.

• Experience working in 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).

• Practical experience in implementing enterprise software platforms or Customer Success tools to automate governance and reporting (preferred).

🏝️ Benefits

• Various health plans.

• Time off plans for vacation and sick leave.

• Parental leave options.

• Retirement options.

• Education reimbursement.

• In-office perks.

• Hybrid working model.