Product Manager, Digital Success

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Job Category

Product

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

About the Team

Digital Success (DS) is Salesforce's own front door for customer support - the team behind , Agentforce on Help, and the AI-powered self-service ecosystem that millions of Salesforce customers use every day. Our mandate is simple but ambitious: make it easy and expert for every customer to resolve issues, find answers, and succeed at scale.

We are Customer Zero: the first and most visible proof point that Salesforce products work. What we build, we use on ourselves. What we ship, we stand behind.

Our culture is grounded in four beliefs:

* Customers first, always. Every decision traces back to a real person trying to solve a real problem.

* Craft matters. We hold ourselves to a high bar in the products we ship, the stories we tell, and the way we work.

* People are the multiplier. We invest in our team's growth and create space for inclusion and shared learning.

* Speed with intention. We move fast, ship often, and learn constantly, but never at the expense of quality or trust.

About the Role

We're looking for a Product Manager (L7) passionate about the craft of PM and deeply committed to human-centered design. You'll own a suite of features within the Digital Success product space, translating complex customer problems into clear, prioritized, and impactful solutions.

This is a doing role. You'll own a one-year prioritized backlog, drive product development from ideation through delivery, and work at the intersection of AI-powered experiences, self-service tooling, and enterprise-scale customer success workflows. You'll partner with Experience Design, Research, TPMs, Engineering, and a wide range of stakeholders in a fast-paced, high-priority environment.

What You'll Do

Strategy & Customer Insight

* Own a suite of features within the DS product domain and maintain a one-year prioritized backlog aligned to KPIs including self-help success, case deflection, resolution rate, and CSAT

* Apply the Jobs to Be Done (JTBD) framework to uncover what customers are truly trying to accomplish and translate those insights into product strategy

* Monitor customer community engagement proactively and respond to customer ideas and questions

Product Judgment & Execution

* Define and test hypotheses rooted in customer and industry needs; make principled tradeoffs between scope and impact

* Lead the full product lifecycle: discovery, PRD authoring, MVP scoping, and delivery support with engineering

* Scope and sequence multiple concurrent projects, navigating competing priorities and escalations to resolution

* Operate as a veteran Agile practitioner: fluent in Scrum, Kanban, SAFe, and Shape Up; able to coach teams and adapt the right framework to context

Design, AI & Communication

* Apply human-centered design thinking as a core operating principle, partnering with Design and Research to synthesize insights into actionable direction

* Identify and iterate on opportunities to apply AI to improve customer experience across your feature suite

* Communicate with clarity and influence across engineering, design, business, and executive audiences; represent your roadmap in BRs, leadership reviews, and customer-facing presentations

Team & Craft

* Contribute to PM team growth through mentorship, knowledge sharing, and collaborative problem-solving

* Model intellectual curiosity: stay on top of industry trends and bring new ideas to the team

What You'll Bring

* 5-7+ years in product management with demonstrated ownership at the PM level

* Proven ability to build product strategy, roadmaps, one-pagers, and PRDs

* Fluency with JTBD and human-centered design thinking; experience working alongside design and research teams

* Strong product judgment: able to define hypotheses, make principled tradeoffs, and design for measurable customer value

* Veteran Agile practitioner with hands-on experience in sprint planning, backlog refinement, and release cadences

* Excellent written and verbal communication skills for both technical and non-technical audiences

* Experience with Salesforce platforms (Service Cloud, Experience Cloud, Slack) or equivalent enterprise SaaS ecosystems

* Bachelor's degree in a technical or related field, or equivalent professional experience

* Prior…