Product Manager, Digital Success
Salesforce, Indianapolis, IN, United States
About Salesforce
Salesforce is the world’s leading AI‑centric CRM, delivering human‑centered customer success through innovation and trusted technology.
About the Team
Digital Success (DS) is Salesforce’s front door for customer support, responsible for the help.salesforce.com website, Agentforce on Help, and the AI‑powered self‑service ecosystem used by millions of customers.
Our Culture Is Grounded In Four Beliefs
Customers first, always.
Craft matters – we hold ourselves to a high bar in the products we ship and the stories we tell.
People are the multiplier – we invest in growth, inclusion, and shared learning.
Speed with intention – we move fast, ship often, and learn constantly, never at the expense of quality.
About the Role
Product Manager (L7) focused on human‑centered design, owning a suite of features within the Digital Success product space. The role includes managing a one‑year prioritized backlog, driving product development from ideation to delivery, and working at the intersection of AI‑powered experiences, self‑service tooling, and enterprise‑scale customer success workflows.
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 KPI metrics such as self‑help success, case deflection, resolution rate, and CSAT.
Apply the Jobs to Be Done 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, making principled trade‑offs 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, handling competing priorities and escalations.
Operate as a veteran Agile practitioner fluent in Scrum, Kanban, SAFe, and Shape Up, coaching teams and adapting the right framework to context.
Design, AI & Communication
Apply human‑centered design thinking, 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, representing the 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 and skill in defining hypotheses, making trade‑offs, and designing 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.
Benefits & Compensation
In the United States, compensation for this position is based on location, job level, knowledge, skills, and experience. The typical base salary range is $148,500 – $223,900 annually. The range represents base salary only and does not include bonus, equity or benefits.
Benefits include time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. Additional details can be found at https://www.salesforcebenefits.com.
Equality & Diversity Statement
Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination for all employees and applicants. Employment is assessed solely on merit, competence, and qualifications, without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, or other protected classifications. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and all other employment actions. Salesforce is committed to equitable compensation practices that reflect the dynamic nature of labor markets across regions.
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Salesforce is the world’s leading AI‑centric CRM, delivering human‑centered customer success through innovation and trusted technology.
About the Team
Digital Success (DS) is Salesforce’s front door for customer support, responsible for the help.salesforce.com website, Agentforce on Help, and the AI‑powered self‑service ecosystem used by millions of customers.
Our Culture Is Grounded In Four Beliefs
Customers first, always.
Craft matters – we hold ourselves to a high bar in the products we ship and the stories we tell.
People are the multiplier – we invest in growth, inclusion, and shared learning.
Speed with intention – we move fast, ship often, and learn constantly, never at the expense of quality.
About the Role
Product Manager (L7) focused on human‑centered design, owning a suite of features within the Digital Success product space. The role includes managing a one‑year prioritized backlog, driving product development from ideation to delivery, and working at the intersection of AI‑powered experiences, self‑service tooling, and enterprise‑scale customer success workflows.
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 KPI metrics such as self‑help success, case deflection, resolution rate, and CSAT.
Apply the Jobs to Be Done 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, making principled trade‑offs 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, handling competing priorities and escalations.
Operate as a veteran Agile practitioner fluent in Scrum, Kanban, SAFe, and Shape Up, coaching teams and adapting the right framework to context.
Design, AI & Communication
Apply human‑centered design thinking, 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, representing the 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 and skill in defining hypotheses, making trade‑offs, and designing 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.
Benefits & Compensation
In the United States, compensation for this position is based on location, job level, knowledge, skills, and experience. The typical base salary range is $148,500 – $223,900 annually. The range represents base salary only and does not include bonus, equity or benefits.
Benefits include time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. Additional details can be found at https://www.salesforcebenefits.com.
Equality & Diversity Statement
Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination for all employees and applicants. Employment is assessed solely on merit, competence, and qualifications, without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, or other protected classifications. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and all other employment actions. Salesforce is committed to equitable compensation practices that reflect the dynamic nature of labor markets across regions.
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