Partner Success Manager

Salesforce, Inc.; United States; Remote; USD 81,000 - 122,000; Full time

Benefits offered by this job

Time off programs

Medical

Dental

Vision

Mental health support

Paid parental leave

Life and disability insurance

401(k)

Employee stock purchasing program

Job summary

Salesforce is seeking a Partner Success Manager to act as a technical liaison for ISV partners building on AppExchange, ensuring health, escalation management, and strong partner experience. You’ll balance portfolio ownership with shared escalation coverage alongside Partner Account Managers.

You will translate complex technical hurdles, coordinate cross-functional teams, and guide partners on tools, environments, and program benefits to improve release resilience and architecture reliability.

Qualifications

• Experience navigating Salesforce resolution paths (Tier 3 Support, Product/R&D).
• Understanding of AppExchange partner lifecycle.
• Ability to grasp complex architectures without coding.

Responsibilities

• Triage, orchestrate, and coordinate escalations on major product releases and platform issues.
• Partner with PAMs and share named accounts; participate in pooled escalation coverage.
• Guide partners on ISV tools, environments, and program benefits to prevent blockers.
• Bridge internal teams: Technology, Product Mgmt, and Technical Support to resolve bottlenecks.

Skills

Salesforce ecosystem familiarity

Technical translation & architecture

Executive presence & crisis management

Job description

Job Category

Sales

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword, it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

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.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of 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, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

Benefits

• time off programs
• medical
• dental
• vision
• mental health support
• paid parental leave
• life and disability insurance
• 401(k)
• employee stock purchasing program

More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

Compensation

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $80,900 - $122,300 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.