Partner Success Manager

The Partner Success Manager (PSM) serves as a mission-critical technical liaison for Independent Software Vendor (ISV) partners building and scaling applications on the Salesforce AppExchange. Operating at the intersection of partner relationships and platform engineering, the PSM champions technical health, orchestrates critical issue resolution, and safeguards partner customer experience.

While traditional customer support handles standard platform troubleshooting, the PSM acts as a strategic technical coordinator and partner advocate. You will balance dedicated ownership of a portfolio of named ISV partners with pooled escalation coverage, working side-by-side with Partner Account Managers (PAMs) to ensure technical alignment, unblock releases, and maintain strong ecosystem trust.

What You’ll Do

• Drive Complex Technical Escalations (80%): Triage, orchestrate, and quarterback high-impact technical investigations stemming from major Salesforce product releases, platform bugs, and complex dependency issues.
• You do not need to read or write Apex/LWC code, but you will translate technical hurdles, coordinate cross-functional workstreams between partner engineering leads, Tier 3 Support, Developer Escalation Teams (DET), and Core R&D, and maintain transparent, high-touch communication through resolution.

Account Partnership & Pooled Escalation Coverage

Partner closely with PAMs as the technical anchor on shared named accounts. In addition to dedicated portfolio management, participate in a pooled escalation rotation to assist internal stakeholders with urgent, high-visibility partner challenges.

Proactive Enablement & Best Practices (20%): Guide partners on foundational ISV platform tools, environments, and program benefits—including Scratch Orgs, Partner Business Orgs (PBOs), and Large Data Volume (LDV) test orgs—to help them preempt release blockers and improve architecture resilience.

Cross-Functional Internal Alignment

Advocate for partner priorities internally, bridging communication gaps across Technology, Product Management, and Technical Support to resolve persistent bottlenecks and mitigate customer-impacting platform disruptions.

What We’re Looking For

Background: Proven experience as a Technical Support Engineer, Partner Operations specialist, or Technical Account Coordinator within the Salesforce ecosystem.

Salesforce Ecosystem Fluency

Strong familiarity navigating internal Salesforce resolution paths (e.g., working directly with Tier 3 Support, or Product/R&D teams) and an understanding of the AppExchange partner lifecycle.

Technical Translation & High-Level Architecture

Ability to grasp complex technical architectures, metadata dependencies, and platform release dynamics without needing to be a hands-on developer.

Executive Presence & Crisis Management

Exceptional stakeholder management skills, with the ability to maintain composure, de-escalate high-tension situations, and communicate status crisply to both executive partner contacts and internal leadership.