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.

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

• Experience: 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.
• Education: BA/BS degree (quantitative/technical degree preferred), though other degrees and equivalent work experience will also be considered.
• Communication & Negotiation: 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.
• Strategic Execution & Influence: 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

• Enterprise Architecture: Deep understanding of the broad Salesforce Product Suite alongside Enterprise Technical Environments (databases, networking, server administration, authentication, server architecture, analytics, scripting, ETL tools, etc.).
• Cross-Cloud Experience: 3–4 years of hands-on experience supporting customers across a wide range of Salesforce clouds and products.
• Creative Problem Solving: 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

Industry & Consulting Background

• Relevant Experience: 3+ years of industry background in Customer Success, SaaS platform usage, or related functional areas.
• Consulting & Value Realization: Demonstrated ability to drive business value, facilitate complex discussions, handle objections, and successfully influence C-level conversations.
• Commercial Acumen: 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

• Growth Mindset: 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.