Customer Risk Manager

Leadout Capital; São Paulo; Hybrid; BRL 200,000 - 350,000; Full time

Benefits offered by this job

Office-flexible (3 days in office)

Job summary

Salesforce seeks a Customer Risk Manager to own enterprise accounts, drive risk mitigation and customer satisfaction. You will partner with internal teams, coordinate executives, and act as escalation lead for high-visibility customers.

The role requires 8+ years in account management or escalation, a BA/BS, and strong communication. This office-flexible position is in São Paulo with 3 days in the office per week.

Qualifications

• 8+ years in account management, consultation, project management, and/or escalation management.
• BA/BS degree (quantitative/technical preferred).
• Strong written and verbal communication; ability to engage executives.
• Strategic execution and influence across cross-functional partners.

Responsibilities

• Partner with internal teams to resolve complex customer issues and drive satisfaction.
• Own a defined portfolio or Cloud; manage health and outcomes of risk within scope.
• Serve as the primary escalation point for enterprise-level customers and high-visibility accounts.
• Operate as a subject matter expert on the Red Account lifecycle and define best practices.
• Develop trusted relationships with executive leadership and engage appropriately for awareness and action.
• Provide consultative advice on complex issues based on cross-functional knowledge.
• Identify and drive process improvements to address systemic risks and create change.
• Track and communicate status and resolution to customers and Salesforce personnel.
• Draw on root cause analysis and trend reporting to drive systemic change across Salesforce.

Skills

Account management

Consultation

Project management

Escalation management

Executive communication

Education

BA/BS degree

Tools

Salesforce

Slack

ETL tools

Reporting dashboards

Job description

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.

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

• 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.