Product Manager, Digital Success

Salesforce•Chicago, IL

11h

About The Position

Salesforce is seeking a Product Manager (L7) passionate about product management and deeply committed to human-centered design. This role involves owning a suite of features within the Digital Success product space, translating complex customer problems into clear, prioritized, and impactful solutions. The position is a hands-on role responsible for a one-year prioritized backlog, driving product development from ideation through delivery, and working at the intersection of AI-powered experiences, self-service tooling, and enterprise-scale customer success workflows. The Product Manager will collaborate with Experience Design, Research, TPMs, Engineering, and various stakeholders in a fast-paced, high-priority environment.

Requirements

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.

Responsibilities

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.
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.
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.
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.