Customer Risk Manager

Salesforce is seeking a Customer Risk Manager to deliver world-class risk management that drives the resolution of complex customer issues and mitigation of attrition risk.

The Customer Risk Manager will own a defined portfolio or territory and serve as the primary point of escalation for enterprise-level accounts, partnering with executive-level internal and external stakeholders.

Core Responsibilities & Scope

• Partner with internal teams to collaborate, drive prioritization, analyze and resolve complex customer issues
• Own a defined portfolio, territory, or Cloud , accountable for health, prioritization, and outcomes of all risk within scope
• Serve as primary point of escalation for enterprise-level customers, managing high-complexity, high-visibility accounts requiring senior judgment and executive coordination
• Operate as a subject matter expert on the Red Account lifecycle, defining best practices and ensuring consistency across the organization
• Develop trusted relationships with executive-level leadership across the organization
• Provide consultative advice on complex issues based on deep cross-functional knowledge and historical resolution paths
• Identify and drive process improvements addressing systemic risks and creating meaningful change across the organization
• Track and communicate status and resolution to customers and Salesforce personnel in a factual, professional, timely, and consistent manner
• Draw on root cause analysis and trend reporting to identify and drive systemic change across Salesforce
• Balance the portfolio with strategic initiatives driving measurable impact across the broader business

Minimum Requirements

• 3-5+ years in account management, consultation, project management, and/or escalation management
• BA/BS degree (quantitative/technical degree preferred)
• Excellent written and verbal communication skills
• Proven ability to influence without authority while collaborating with diverse partners across internal and external environments
• Deep understanding of the broad Salesforce Product Suite alongside Enterprise Technical Environments
• 3–4 years of hands-on experience supporting customers across a wide range of Salesforce clouds and products
• Demonstrated success as a highly creative, curious technologist

Preferred Qualifications

• Relevant experience in Customer Success, SaaS platform usage, or related functional areas
• Demonstrated ability to drive business value, facilitate complex discussions, handle objections, and successfully influence C-level conversations
• Deep understanding of how broad industry trends impact a customer's business
• Actively seeks out relevant learning activities, approaches obstacles as growth opportunities, and utilizes experienced mentors to accelerate personal and professional development