Principal Customer Success Portfolio Manager

Zscaler; United States; Remote; USD 151,000 - 215,000; Full time

Benefits offered by this job

Time off plans

Parental leave

Retirement options

In-office perks

Job summary

Zscaler is seeking a Principal Customer Success Portfolio Manager to lead the development, maintenance, and optimization of the Customer Success Portfolio across the Professional Services, Technical Success, and Support to deliver high-impact experiences and growth.

This remote role reports to the Sr Director, Customer Success Strategy & Operations and demands 8+ years in portfolio/program/customer success, plus strong data-driven decision making and cross-functional collaboration across global

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

Responsibilities

• 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

Skills

AI/ML technologies

Cross-functional collaboration

Data analytics

Customer success

Education

Bachelor's degree in Business or related field

Job description

Remote - USA

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)

• MBA or advanced degree in a related field
• Experience with SaaS, B2B technology solutions, or similar industries
• Demonstrated success in leading cross-departmental initiatives to scale service portfolios

Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.

Base Pay Range

$150,500 - $215,000 USD

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• In‑office perks, and more!

Learn more about Zscaler's hybrid working model and benefits here .

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Zscaler’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.