Principal Customer Success Portfolio Manager

Zscaler is seeking a Principal Customer Success Portfolio Manager to lead the development, maintenance, and optimization of its Customer Success Portfolio. The role works across Professional Services, Technical Success, and Support to create impactful customer experiences and support continuous growth.

Responsibilities:

• Develop well-structured and measurable service offerings aligned with the customer lifecycle and company vision
• Audit and evaluate existing portfolio items for relevance, accuracy, and customer satisfaction impact
• 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
• Stay updated on industry trends and recommend improvements that enhance the portfolio's strategic value

Requirements:

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• Bachelor's degree in Business, Management, or a related field
• 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
• MBA or advanced degree in a related field
• Experience with SaaS, B2B technology solutions, or similar industries
• Demonstrated success in leading cross-departmental initiatives to scale service portfolios