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About the Role

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. The Customer Risk Manager provides strategic visibility and cross-functional resource orchestration needed to navigate sensitive customer scenarios and prevent significant dissatisfaction.

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.

Requirements

8+ years in account management, consultation, project management, and/or escalation management.
Proven ability to juggle and prioritize a high-volume workload with accurate detail, time sensitivity, and strong organizational skills.
BA/BS degree (quantitative/technical degree preferred), though other degrees and equivalent work experience will also be considered.
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.
Applies critical thinking with a focus on scale, consistent procedures, and disciplined execution.
Deep understanding of the broad Salesforce Product Suite alongside Enterprise Technical Environments (databases, networking, server administration, authentication, server architecture, analytics, scripting, ETL tools, etc.).
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.
Strong ability to autonomously leverage core resources and tools (e.g., Reporting, Dashboards, AI tools, Slack) to resolve complex customer issues.
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.
Actively seeks out relevant learning activities, approaches obstacles as growth opportunities, and utilizes experienced mentors to accelerate personal and professional development.

Skills

Account Management
Consultation
Project Management
Escalation Management
Communication
Negotiation
Strategic Execution
Influence
Enterprise Architecture
Salesforce Product Suite
Enterprise Technical Environments
Cross-Cloud Experience
Creative Problem Solving
Customer Success
SaaS Platform Usage
Value Realization
Commercial Acumen
Growth Mindset

Location

Office-flexible

Work Type

Hybrid

Experience Level

8+ years
3+ years

Education Level

BA/BS degree
Equivalent work experience

Salary/Compensations

$117,400 - $216,900
$140,900 - $236,700

Benefits

Time off programs
Medical
Dental
Vision
Mental health support
Paid parental leave
Life insurance
Disability insurance
401(k)
Employee stock purchasing program

About the Company

Salesforce is the #1 AI CRM, where humans with agents drive customer success together.
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.
Agentforce is the future of AI, and you are the future of Salesforce.

Equal Opportunity

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
We believe in equality for all.
We believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination.
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.