Principal Customer Success Portfolio Manager
New
J
JobgetherCustomer success technology
Remote work arrangement within the United States.Full-TimePrincipal
SalaryBase salary range: $150,500–$215,000 USD
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Job Details
- Experience
- At least 8 years of experience in portfolio management, program management, customer success, or a related discipline.
- Required Skills
- Artificial IntelligenceData AnalysisMachine LearningCustomer Success
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.
- Expertise in auditing, reviewing, and optimizing service documentation to meet organizational standards.
- Strong analytical skills, including interpreting data, developing performance metrics, and translating findings into recommendations.
- Ability to collaborate across departments, influence stakeholders, and communicate complex ideas clearly.
- Experience developing structured processes, measuring service effectiveness, and driving continuous improvement.
- Ability to translate customer needs into scalable service solutions.
- Strong ownership, problem-solving, and execution skills, balancing strategic planning with operational details.
- Ability to connect portfolio initiatives to broader business goals and support solutions for a global organization.
- MBA or an advanced degree in a related field preferred.
- Experience in SaaS, B2B technology, or similar industries preferred.
- Experience leading cross-functional initiatives to expand, optimize, and scale service portfolios preferred.
Responsibilities
- Lead the development, maintenance, and continuous optimization of the Customer Success service portfolio across Professional Services, Technical Success, and Support.
- Design measurable service offerings aligned with customer lifecycle needs and business objectives.
- Audit portfolio items and keep service documentation accurate, relevant, and consistent with business standards.
- Collaborate across departments to align portfolio priorities, improve coordination, and streamline processes.
- Establish portfolio governance frameworks, performance indicators, and metrics to track effectiveness and adoption.
- Analyze portfolio data and customer satisfaction insights to recommend improvements to service quality and business outcomes.
- Monitor industry developments and emerging technologies, including AI-driven solutions, for portfolio opportunities.
- Drive cross-departmental initiatives to scale service offerings and promote consistent customer experiences.
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