Partner Success Manager

Quick Facts

• Function: Sales / Partner Success
• Focus: Technical liaison and escalation management for AppExchange ISV partners

Description

The Partner Success Manager (PSM) is a mission-critical technical liaison for Independent Software Vendor (ISV) partners building and scaling applications on the Salesforce AppExchange. You triage and orchestrate complex technical escalations from major Salesforce releases, platform bugs, and dependency issues—coordinating partner engineering leads, Tier 3 Support, Developer Escalation Teams, and Core R&D. You also provide proactive enablement on ISV platform tools and test environments to help prevent release blockers and improve architecture resilience.

Responsibilities

• Drive complex technical escalations: triage, orchestrate, and quarterback high-impact investigations and issue resolution
• Coordinate cross-functional resolution workstreams while maintaining transparent, high-touch communication
• Serve as a technical anchor on named accounts alongside Partner Account Managers
• Participate in pooled escalation coverage for urgent, high-visibility partner challenges
• Provide proactive enablement on foundational ISV platform tools and program benefits
• Advocate for partner priorities internally and bridge gaps across Technology, Product Management, and Technical Support

Requirements

• Proven experience as a Technical Support Engineer, Partner Operations specialist, or Technical Account Coordinator within the Salesforce ecosystem
• Salesforce ecosystem fluency: familiarity with internal resolution paths and the AppExchange partner lifecycle
• Technical translation and high-level architecture understanding (no hands-on Apex/LWC coding required)
• Executive presence and crisis management capability for de-escalation and clear status communication