Principal Customer Success Portfolio Manager

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.