Principal Program Manager

Role overview

This remote position sits within a Customer Success Project Management Office and leads multi-workstream strategic programs spanning Professional Services, Technical Success, and Support. The role is built for a senior operator who can translate strategy into disciplined execution, connect distributed teams, and keep leadership informed through clear governance and evidence-based reporting.

Responsibilities

- Drive end-to-end strategic programs from planning through execution for complex, multi-workstream Customer Success initiatives - Establish program charters, success metrics, milestones, RACI models, and governance frameworks that keep distributed teams accountable - Surface and manage risks, dependencies, and tradeoffs using data-driven analysis and evidence-based course corrections - Build executive-ready status readouts, OKRs, and decision materials that keep senior stakeholders aligned and unblocked - Partner with Directors, VPs, and SVPs to frame problems, evaluate tradeoffs, and facilitate decisions across functions - Apply AI and automation to streamline governance, reporting, and operational outcomes within the Customer Success domain

Requirements

- 8+ years of experience in program management, business operations, or Customer Success and Services operations - Demonstrated success leading complex, cross-functional, multi-quarter programs from planning through operational adoption - Strong track record running program governance including charters, KPIs, milestone plans, operating cadence, and risk management - Executive-level exposure with experience supporting Director, VP, or SVP stakeholders through structured communication - Analytical rigor and a data-driven approach to assessing program health - Foundational understanding of AI and machine learning concepts applied within a functional domain

Nice to have

- Experience operating within a high-growth SaaS enterprise environment spanning Customer Success, Professional Services, and Technical Support - Familiarity with Customer Success tooling used to automate governance and reporting

Benefits and work setup

Remote role; the disclosed base pay range is $196,000–$245,000 USD, accompanied by a comprehensive benefits package that includes health plans, vacation and sick time, parental leave, retirement options, education reimbursement, and additional in-office perks.