Principal AI Product Manager

We are looking for a Principal AI Product Manager to join our team. This is a Remote role reporting to the Director, Customer Success Intelligence & Automation within the Customer Success organization. At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering exceptional customer outcomes through data, analytics, intelligence, and operational excellence. In this role, you will define the vision, strategy, and roadmap for the Customer Success AI product portfolio, owning a set of strategic AI investments that augment employees, improve productivity, and deliver measurable business value. You will partner closely with Customer Success leadership, Engineering, UX, Data, AI Platform, and IT teams to translate business priorities into AI-native products and experiences.

What you’ll do (Role Expectations)

• Define the long-term vision, strategy, and roadmap for the Customer Success AI product portfolio, aligned to business priorities and operational goals
• Identify and prioritize high-impact opportunities to apply AI across internal Customer Success workflows, including productivity, knowledge access, decision support, workflow automation, and operational intelligence
• Manage the AI product portfolio across incubation, pilot, production, scale, and optimization, leading products end to end from concept through launch, adoption, measurement, and lifecycle management
• Partner closely with Customer Success leaders, internal users, Engineering, UX, Data, AI Platform, and IT to translate pain points and complex workflows into intuitive, scalable AI-native products
• Drive prioritization and tradeoff decisions across the portfolio by balancing user value, business impact, technical feasibility, risk, governance, and platform reuse

Who You Are (Success Profile)

• You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.
• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. You adapt to what’s needed, navigating seamlessly between high-level strategy and hands-on execution.
• You are customer-obsessed. You build deep empathy for the customer—both internal and external—and anchor your decisions in solving their real-world problems. You champion their needs from start to finish, knowing their success is our success.
• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.
• You think at scale. You connect your day-to-day work to the larger company mission and think globally. You build solutions, processes, and teams that are not just effective today but are built to last and support a high-growth, global organization.

What We’re Looking for (Minimum Qualifications)

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• 10+ years of product management experience delivering enterprise software, SaaS products, or internal enterprise platforms, with 3+ years leading AI-powered, Generative AI, intelligent automation, or workflow intelligence products
• Proven track record of defining long-term product strategy and managing complex product portfolios or interconnected product areas
• Strong understanding of enterprise AI concepts and architectures, including LLMs, AI agents, RAG, prompt engineering, evaluation approaches, and agentic workflows
• Experience building workflow applications, employee productivity solutions, or internal enterprise products, with a data-driven approach to defining KPIs, measuring adoption and business outcomes, and guiding prioritization
• Exceptional product judgment, communication, leadership, and stakeholder management skills, with experience working cross-functionally across Engineering, Design, Data, Platform, and business teams to drive scalable outcomes in ambiguous environments

What Will Make You Stand Out (Preferred Qualifications)

• Experience designing organizational adoption blueprints and change-management playbooks for human-in-the-loop AI applications
• Experience launching enterprise AI platforms, copilots, or agentic solutions at scale for internal users
• Experience defining enterprise AI strategy, operating models, governance, and adoption frameworks
• Proven ability to manage a portfolio of AI products, with strong systems thinking and a focus on reusable capabilities