Customer Risk Manager

About the role

Salesforce is looking for a Customer Risk Manager to deliver risk management that resolves complex customer issues and mitigates attrition risk. The role owns a defined portfolio or territory and acts as the primary escalation point for enterprise-level accounts, working with executive-level internal and external stakeholders. Depending on the situation, the manager may advise internally or work directly with the customer.

Key responsibilities

• Partner with internal teams to resolve the most complex customer issues and drive the highest level of customer satisfaction.
• Own a portfolio, territory or Cloud, accountable for the health, prioritization and outcomes of all risk in scope.
• Serve as the primary escalation point for enterprise-level customers, managing high-complexity, high-visibility accounts.
• Act as a subject matter expert on the Red Account lifecycle, defining best practices and ensuring consistency.
• Build trusted relationships with executive leadership and know when and how to engage them.
• Provide consultative advice on complex issues and drive process improvements that address systemic risks.
• Track and communicate status and resolution to customers and Salesforce personnel, using root cause analysis and trend reporting.
• Balance the portfolio with strategic initiatives that drive measurable business impact.

Required profile

• 3-5+ years in account management, consultation, project management and/or escalation management.
• Proven ability to manage a high-volume workload with accuracy, time sensitivity and strong organization.
• BA/BS degree (quantitative or technical preferred); other degrees and equivalent experience considered.
• Excellent written and verbal communication, able to explain complex issues to executives and stay calm under pressure.
• Ability to influence without authority and collaborate across internal and external partners.
• Deep understanding of the Salesforce Product Suite and Enterprise Technical Environments (databases, networking, server administration, authentication, analytics, scripting, ETL tools).
• 3-4 years of hands-on experience supporting customers across a wide range of Salesforce clouds and products.
• Preferred: 3+ years in Customer Success, SaaS platform usage or related fields, and experience influencing C-level conversations.