Senior Product Manager - Digital Success

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

About the Role:
As a Senior Product Manager on the Digital Success Product Team, you'll play a critical role in shaping how our customers resolve issues quickly and efficiently-through AI-driven experiences, smart tooling, and scalable self-service solutions. You will be accountable for building and maintaining a roadmap focused on issue resolution, leveraging Agentforce as the primary channel for delivery.

You'll lead the end-to-end product lifecycle-from ideation and discovery to defining MVP scope, writing PRDs, and supporting delivery with development teams. This roadmap will be centered around troubleshooting workflows, preempting case creation, and driving key KPIs such as case deflection, resolution rate, and CSAT.

This role partners closely with Experience Design and Research to deeply understand customer pain points and identify opportunities for meaningful improvement. You will also collaborate with Technical Product Managers and Engineering to bring your roadmap to life.

The Senior Product Manager will be expected to represent their work in monthly and quarterly business reviews, leadership presentations, roadmap reviews, standups, and other key forums-demonstrating progress against strategic KPIs and organizational outcomes.

Required Experience:

• 5-7+ years of experience in product development of highly technical products
• Proven experience as a Product Manager or similar role, with demonstrated ownership at the Senior PM level or higher
• Strong product thinking and the ability to translate customer problems into scalable solutions
• Experience developing product strategy, roadmaps, one-pagers, and PRDs
• Ability to communicate complex technical concepts clearly to both technical and non-technical stakeholders
• A customer-first mindset, with the ability to balance user needs and business goals
• Strong collaboration and stakeholder management skills, including experience working across design, engineering, and business teams

What Will Help You Stand Out

• Experience building or enhancing AI-driven products, especially AI agents
• Background in enterprise product development, particularly in cross-functional, matrixed environments
• Familiarity with customer support and self-service platforms
• Experience driving adoption and change management for new tools or workflows
• Bachelor's degree in a technical or related field, or equivalent professional experience

Accommodations

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Posting Statement

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For Washington-based roles, the base salary hiring range for this position is $155,400 to $155,400.

For Illinois based roles, the base salary hiring range for this position is $155,400 to $155,400.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.