Principal Customer Success Portfolio Manager

Principal Customer Success Portfolio Manager

This is an opportunity to shape and optimize a global Customer Success service portfolio within a technology-driven environment. You will lead the development of scalable service offerings across Professional Services, Technical Success, and Support. Your work will help create consistent, high-impact customer experiences throughout the customer lifecycle. By combining data analysis, strategic planning, and cross-functional collaboration, you will improve service adoption and portfolio effectiveness. You will evaluate existing offerings, strengthen governance, and identify opportunities to align services with evolving customer needs. The role also involves applying knowledge of AI-driven solutions and industry trends to support innovation and continuous improvement. This remote position is ideal for an experienced portfolio or customer success leader who enjoys solving complex challenges and delivering measurable business impact.

Accountabilities

• Lead the development, maintenance, and continuous optimization of the Customer Success service portfolio across Professional Services, Technical Success, and Support.
• Design structured, measurable service offerings that align with customer lifecycle needs, business objectives, and the broader company vision.
• Audit and assess existing portfolio items, ensuring service documentation remains accurate, relevant, consistent, and aligned with business standards.
• Collaborate with stakeholders across departments to align portfolio priorities, improve coordination, and streamline processes.
• Establish portfolio governance frameworks, performance indicators, and key performance metrics to measure effectiveness, track adoption, and identify improvement opportunities.
• Analyze portfolio data and customer satisfaction insights to develop actionable recommendations that enhance service quality and business outcomes.
• Monitor industry developments and emerging technologies, including AI-driven solutions, to identify opportunities to improve the portfolio's strategic value.
• Drive cross-departmental initiatives that scale service offerings and promote consistent, high-quality customer experiences.
• Balance strategic planning with hands-on execution, taking ownership of complex challenges and delivering practical, measurable improvements.

Requirements:

• Bachelor's degree in Business, Management, or a related field.
• At least 8 years of experience in portfolio management, program management, customer success, or a related discipline.
• Foundational understanding of AI and machine learning technologies, with experience leveraging, securing, or positioning AI-driven solutions to improve outcomes within a relevant functional area.
• Demonstrated expertise in auditing, reviewing, and optimizing service documentation to meet organizational standards.
• Strong analytical skills, including the ability to interpret data, develop meaningful performance metrics, and translate findings into actionable recommendations.
• Proven ability to collaborate effectively across departments, influence stakeholders, and communicate complex ideas clearly.
• Experience developing structured processes, measuring service effectiveness, and driving continuous improvement.
• A customer-focused mindset, with the ability to understand customer needs and translate them into scalable service solutions.
• Strong ownership, problem-solving, and execution skills, with the ability to navigate between strategic planning and operational details.
• Ability to connect portfolio initiatives to broader business goals and support solutions designed for a global organization.

Preferred qualifications:

• MBA or an advanced degree in a related field.
• Experience in SaaS, B2B technology, or similar industries.
• Demonstrated success leading cross-functional initiatives to expand, optimize, and scale service portfolios.

Benefits:

• Base salary range: $150,500$215,000 USD, depending on role-related skills, experience, education, training, and location.
• Additional compensation may include bonuses, commissions, or equity, where applicable.
• Comprehensive health plan options.
• Paid time off for vacation and sick leave.
• Parental leave options.
• Retirement savings options.
• Education reimbursement to support professional growth.
• Additional workplace perks.
• Remote work arrangement within the United States.