- Pay
- $117–178k
- Where
- Indianapolis, IN · Chicago, IL · Atlanta, GA · Seattle, WA · Dallas, TX
- Level
- Mid
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
Job Category
Customer Success
Job Details
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. 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.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
The Experience
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 delicate 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.
This role is office-flexible, and the expectation is to be in office 3 days per week.
What You'll Actually Be Doing
Own a defined portfolio, territory, or Cloud, and serve as the primary point of escalation for enterprise-level customers on high-complexity, high-visibility accounts
Partner with internal teams and executive leadership to prioritize, analyze, and resolve the most complex customer issues
Act as the subject matter expert on the Red Account lifecycle, defining best practices and providing consultative advice based on cross-functional knowledge
Use root cause analysis and trend reporting to drive process improvements and systemic change, while communicating status to customers and Salesforce personnel
You're Our Person If...
8+ years in account management, consultation, project management, and/or escalation management, with the ability to prioritize a high-volume workload
Excellent communication and influence skills, including the ability to articulate complex issues to executives and influence without authority
Deep MuleSoft knowledge, including the Anypoint Platform, core integration concepts, common use cases, and MuleSoft Agent Fabric
Working knowledge of the broader Salesforce product suite and enterprise technical environments, plus creative problem solving with tools like Reporting, Dashboards, AI tools, and Slack
Even Better If...
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 influence C-level conversations
Deep understanding of how industry trends impact a customer's business, with the ability to identify strategies that improve customer and business outcomes
Growth mindset: actively seeks learning opportunities and uses mentors to accelerate development
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
If you…