Role Summary
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. Depending on the type of escalation and the level of engagement required per customer, a Customer Risk Manager may serve as an internal advisor on the escalation or work directly with the customer to resolve the issue.
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. Know when, how, and the most effective ways to engage executives for awareness and action.
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. 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.
Salesforce & Enterprise Technical Proficiency
Deep understanding of the Anypoint Platform (API Manager, API Designer, Runtime Manager, CloudHub/RTF deployment models) and core integration concepts APIs, ESBs, iPaaS, event-driven architecture.
Understanding of common MuleSoft use cases (connecting core systems like ERP, CRM, and legacy applications; automating data flows; enabling APIs for internal and external consumption) and how those use cases tie into a customer's broader digital transformation or Salesforce strategy including emerging AI/agent governance capabilities like MuleSoft Agent Fabric (MAF), which manages and orchestrates AI agents and MCP servers on top of Anypoint.
Working knowledge of the broader Salesforce Product Suite and general enterprise technical environments (databases, APIs, authentication, integration middleware) enough to hold a credible conversation with technical stakeholders and know when to pull in deeper technical expertise.
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.
Preferred Qualifications
3+ years of industry background in Customer Success, SaaS platform usage, MuleSoft development or implementation work, 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.
Professional Development
Actively seeks out relevant learning activities, approaches obstacles as growth opportunities, and utilizes experienced mentors to accelerate personal and professional development.
Note: This role is office-flexible, and the expectation is to be in office 3 days per week.
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. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
Accommodations
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Posting Statement
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