Principal Customer Success Portfolio Manager

Role overview Shape and improve a portfolio of customer success services across professional services, technical success, and support. You’ll define offerings around customer needs and lifecycle stages, assess whether existing services remain useful, and establish ways to measure their performance. The role combines strategic portfolio planning with practical coordination across departments in a remote setting.

Responsibilities - Develop clear, measurable service offerings that support customer needs throughout their lifecycle. - Review existing portfolio items for accuracy, relevance, and contribution to customer satisfaction. - Work with teams across services, technical success, and support to align goals and simplify processes. - Define performance indicators and governance practices to track effectiveness and encourage adoption. - Use data and customer context to guide portfolio decisions and identify improvements. - Monitor industry developments and recommend changes that strengthen the service portfolio.

Requirements - At least eight years of experience in portfolio management, program management, or customer success. - Bachelor’s degree in business, management, or a related field. - Experience auditing and improving service documentation to meet business standards. - Strong cross-functional collaboration and communication skills. - Ability to analyze performance data and turn it into useful measures and actions. - Foundational understanding of AI and machine learning, including experience using, securing, or positioning AI solutions in a relevant function.

Nice to have - MBA or another advanced degree in a related field. - Experience in SaaS, B2B technology, or a similar industry. - Success leading cross-department initiatives to scale service portfolios.

Benefits and work setup - Remote role. - Benefits include health plans, paid vacation and sick leave, parental leave, retirement options, education reimbursement, and office perks.