Customer Risk Manager

The Customer Risk Manager delivers world-class risk management that drives the resolution of complex customer issues and mitigation of attrition risk.

This role owns a defined portfolio or territory and serves as the primary point of escalation for enterprise-level accounts, partnering with executive-level internal and external stakeholders.

Key Responsibilities:

• Partner with internal teams to collaborate, drive prioritization, analyze and resolve the most complex customer issues, resulting in the highest level of customer satisfaction.
• Own a defined portfolio, territory, or Cloud , accountable for the health, prioritization, and outcomes of all risk within scope.
• Serve as the primary point of escalation for enterprise-level customers, managing high-complexity, high-visibility accounts that require 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 that address systemic risks and create 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 that drive measurable impact across the broader business.

Professional Experience & Soft Skills:

• 8+ years in account management, consultation, project management, and/or escalation management.
• Excellent written and verbal communication skills.
• Exceptional ability to moderate messaging based on the audience, articulate complex issues to executives, translate technical concepts into business terms, and retain composure under stressful conditions.
• Proven ability to influence without authority while collaborating with diverse partners across internal and external environments.

Salesforce & Enterprise Technical Proficiency:

• 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:

• 3+ years of industry background 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, with the ability to identify strategies that improve both customer and business outcomes.

Benefits:

• Office-flexible, with the expectation of being in office 3 days per week.
• Comprehensive benefits and resources to support work-life balance.