Description
About the Team
Digital Success (DS) is Salesforce's own front door for customer support — the team behind help.salesforce.com, 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