Principal Customer Success Portfolio Manager

Zscaler

5d•$150,500 - $215,000•Remote

About The Position

Zscaler is seeking a Principal Customer Success Portfolio Manager to lead the development, maintenance, and optimization of its Customer Success Portfolio across Professional Services, Technical Success, and Support. The role focuses on delivering high-impact customer experiences and fostering continuous growth through measurable service offerings aligned with the customer lifecycle and company vision. This is a remote position in the Customer Success department, reporting to the Sr Director, Customer Success Strategy & Operations.

Requirements

Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within the functional domain.
Bachelor’s degree in Business, Management, or a related field.
At least 8 years of experience in portfolio management, program management, or customer success roles.
Expertise in auditing and optimizing service documentation to meet business standards.
Strong cross-functional collaboration and communication skills.
Proven ability to analyze data and create actionable performance metrics.

Nice To Haves

MBA or advanced degree in a related field.
Experience with SaaS, B2B technology solutions, or similar industries.
Demonstrated success leading cross-departmental initiatives to scale service portfolios.

Responsibilities

Develop well-structured, measurable service offerings aligned with the customer lifecycle and company vision.
Audit and evaluate existing portfolio items for relevance, accuracy, and impact on customer satisfaction.
Collaborate with cross-department stakeholders to align portfolio goals and streamline processes.
Create metrics, KPIs, and governance processes to assess portfolio effectiveness and improve adoption rates.
Monitor industry trends and recommend improvements to enhance the portfolio’s strategic value.