Principal Customer Success Portfolio Manager

Job Description

Principal Customer Success Portfolio Manager | Confidential Employer

The Tone:
This is a full-time remote role at Zscaler. The company is a leader in cloud security, providing a Zero Trust Exchange platform that helps customers achieve agility, efficiency, resilience, and security by protecting against cyberattacks and data loss. This role is vital for developing and optimizing the Customer Success portfolio across Professional Services, Technical Success, and Support, ensuring high-impact customer experiences and continuous growth within Zscaler’s advanced security solutions. The company is also building an AI-native enterprise, aiming to amplify human potential with machine intelligence.

The TL;DR
• Role: Full Time
• Type: Full Time
• Location: Remote
• Pay: $150500–$215000 yearly
• Team: Customer Success department, reporting to the Sr Director, Customer Success Strategy & Operations
• Mission: Lead the development, maintenance, and optimization of the Customer Success Portfolio across Professional Services, Technical Success, and Support to deliver high-impact experiences and foster continuous growth.

What You’ll Actually Do
• Develop: Create well-structured and measurable service offerings that align with the customer lifecycle and the company’s strategic vision.
• Evaluate: Audit and assess existing portfolio items for their relevance, accuracy, and impact on customer satisfaction.
• Collaborate: Work with stakeholders across various departments to align portfolio goals and streamline operational processes.
• Measure: Establish metrics, Key Performance Indicators (KPIs), and governance processes to effectively assess portfolio effectiveness and improve adoption rates.
• Innovate: Stay informed on industry trends and recommend improvements to enhance the strategic value of the portfolio.

The Must-Haves
• Background: Bachelor’s degree in Business, Management, or a related field. Candidates should also possess a foundational understanding of AI/ML technologies and practical experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within their functional domain.
• Experience: At least 8 years of experience in portfolio management, program management, or customer success roles. This includes proven expertise in auditing and optimizing service documentation to meet established business standards and enhance operational efficiency.
• Skills: Strong capabilities in cross-functional collaboration and communication, essential for working with diverse departments. Demonstrated ability to analyze complex data sets and translate findings into actionable performance metrics to guide informed decisions.
• Bonus: An MBA or an advanced degree in a related field. Prior experience in SaaS, B2B technology solutions, or similar industries is highly valued. Additionally, a track record of demonstrated success in leading complex, cross-departmental initiatives aimed at scaling service portfolios.