Principal Customer Success Portfolio Manager

Zscaler (NASDAQ: ZS) is a leading enterprise security company that protects thousands of organizations from cyberattacks and data loss through its Zero Trust Exchange platform. The platform connects users, devices, and applications securely across 200+ global data centers and thousands of private edge sites, forming the world's largest in-line cloud security platform. Zscaler is at the forefront of building an AI-native enterprise where human expertise and machine intelligence combine to solve complex security challenges.

The company is committed to fostering a culture of ownership, collaboration, and continuous feedback, with a deep focus on customer obsession and delivering measurable impact. As Web3 and AI security hiring accelerates rapidly in a competitive market, Zscaler continues to invest in expanding its customer success operations to meet growing demand for sophisticated security solutions.

This is a Principal Customer Success Portfolio Manager role reporting to the Sr Director of Customer Success Strategy and Operations. You will lead the development, maintenance, and optimization of the customer success portfolio across Professional Services, Technical Success, and Support to drive high-impact customer experiences and sustainable growth. This is a fully remote position within the United States.

What you'll do

• Design and structure measurable service offerings that align with the customer lifecycle and organizational vision
• Review current portfolio items for relevance, accuracy, and effectiveness in driving customer satisfaction
• Partner across Professional Services, Technical Success, and Support to synchronize portfolio priorities and eliminate process inefficiencies
• Establish metrics, KPIs, and governance frameworks to evaluate portfolio performance and increase adoption
• Monitor industry developments and suggest enhancements that increase the portfolio's competitive and strategic advantage

What you'll bring

• Foundational knowledge of AI and machine learning technologies, with experience applying or positioning AI-driven solutions in your functional area
• Bachelor's degree in Business, Management, or related discipline
• 8+ years in portfolio management, program management, or customer success functions
• Hands-on expertise auditing and enhancing service documentation to meet organizational standards
• Strong ability to work across departments and communicate effectively with diverse stakeholders
• Demonstrated capability using data and analytics to build KPIs and inform strategic decisions

Nice to have

• MBA or advanced degree in a related field
• Background with SaaS, B2B technology platforms, or comparable sectors
• Track record scaling service portfolios through cross-departmental leadership

What they offer

• Base salary of $150,500 to $215,000 USD, plus commission, bonus, and equity depending on role
• Comprehensive health plans, retirement options, and education reimbursement
• Flexible time off for vacation and sick leave, plus parental leave options
• In-office perks and support for diverse life stages