Customer Risk Manager

At Salesforce, we help organizations transform how they connect with customers using trusted AI and data. As a Customer Risk Manager, you will lead critical risk mitigation and escalation management strategies to drive customer resolution, prevent attrition, and protect long-term partnerships.

In this role, you will serve as a strategic orchestrator during high-stakes customer scenarios. You will align cross-functional teams, provide executive-level visibility, and navigate complex business challenges to deliver successful outcomes. Whether advising internal leaders or engaging directly with customer executives, your work will turn sensitive customer challenges into long-term success.

The position is based in Zurich, Switzerland , and follows a hybrid working model , combining on-site collaboration with the flexibility to work remotely in line with Salesforce's hybrid work arrangements.

Key Responsibilities

• Escalation Orchestration: Drive end-to-end resolution of complex, high-visibility customer issues by aligning cross-functional teams across Engineering, Product, Sales, and executive leadership.
• Strategic Advisory: Serve as a trusted advisor to internal leadership and customer executives, providing data-driven recommendations and strategic resolution paths.
• Risk Quantification: Evaluate the business impact of customer risks to effectively prioritize resources, establish clear action plans, and accelerate resolution timelines.
• Executive Communication: Deliver clear, structured, and factual status updates to customer leadership and internal stakeholders.
• Systemic Improvement: Analyze incident trends and root causes to identify operational gaps and drive systemic enhancements across Salesforce processes and products.
• Cross-Functional Alignment: Facilitate alignment across matrixed organizations to ensure customer expectations are managed transparently and effectively.

Required Qualifications

• Bachelor's degree or equivalent practical experience.
• Demonstrated experience in customer escalation management, account management, technical consulting, or enterprise project delivery.
• Proven capability to lead through complex, multi-stakeholder business challenges with steady leadership and clear judgment.
• Strong written and verbal communication skills, with a track record of translating technical concepts into business outcomes for executive audiences.
• Ability to drive timely, decisive action and influence cross-functional teams without direct authority.
• Practical experience using enterprise CRM tools and collaboration platforms (e.g., Salesforce platform, reports, dashboards, and Slack).

Preferred Qualifications

• Strong commercial acumen with experience developing strategies that improve customer retention and business outcomes.
• Familiarity with the Salesforce product ecosystem, customer deployment patterns, and enterprise use cases.
• Experience utilizing enterprise AI tools to streamline workflows, analyze data, and accelerate issue resolution.