Product Manager, Digital Success

Product Manager (L7)

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