Customer Risk Manager

The Experience

The Senior 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 customers, partnering with executive-level stakeholders.

The Senior 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 Senior Customer Risk Manager may serve as an internal advisor on the escalation or work directly with the customer to resolve the issue.

What You'll Actually Be Doing

• 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 or territory — accountable for the health, prioritization, and outcomes of all Red Accounts 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 a full portfolio with strategic initiatives that drive measurable impact across the broader business.

You're Our Person If...

• Experience: 10+ years of account management, consultation, project management, escalation management, and/or technical support experience. BA/BS degree preferred.
• Communication: Executive-level communication skills with the ability to articulate complex issues to diverse audiences, including executive leadership, and translate technical concepts into business terms.
• Salesforce Expertise: Expert knowledge of the Salesforce ecosystem with the ability to autonomously leverage programs and resources to resolve complex customer issues. Deep proficiency in Salesforce tools (i.e. Reporting, Dashboards, AI tools, Slack, etc.).
• Achieve Results: Proven ability to drive alignment across diverse teams and sustain solutions at scale with a sense of urgency. Brings a strategic lens to problem-solving while executing with discipline and focus.

Even Better If...

• Strong commercial acumen with the ability to identify strategies to improve customer and business outcomes.

Note

This role is office-flexible, and the expectation is to be in office 3 days per week.