Principal Customer Success Portfolio Manager

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 200+ public data centers globally and thousands of private sites at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.

We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler.

Role

We are looking for a Principal Customer Success Portfolio Manager to join our team. This is a Remote role reporting to the Sr Director, Customer Success Strategy & Operations in the Customer Success department. In this role, you will lead the development, maintenance, and optimization of the Customer Success Portfolio across the Professional Services, Technical Success, and Support departments to deliver high-impact experiences and foster continuous growth.

What you’ll do (Role Expectations)

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

Who You Are (Success Profile)

You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact.

You build deep empathy for the customer and anchor your decisions in solving their real-world problems.

You operate with integrity and a strong bias for action, navigating seamlessly between strategy and hands-on execution.

You use data and analytics to measure what matters and guide informed decisions.

You connect your work to the larger company mission and build scalable solutions designed for a 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

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

What Will Make You Stand Out (Preferred Qualifications)