Principal Customer Success Portfolio Manager

Remote · USD 150,500-215,000 · 8+ years experience · Remote · Posted Oct 16, 2026

At a glance

The Principal Customer Success Portfolio Manager leads the development, maintenance, and optimization of the Customer Success Portfolio across Professional Services, Technical Success, and Support departments.
This remote role reports to the Sr Director, Customer Success Strategy & Operations to deliver high-impact experiences and foster continuous growth.

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

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

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

Remote role reporting to the Sr Director, Customer Success Strategy & Operations