Senior Customer Risk & Escalation Manager

MOBOLISE; Dublin; Hybrid; EUR 115,000 - 155,000; Full time

Benefits offered by this job

Office flexibility

Job summary

Salesforce is seeking a Customer Risk Manager to lead risk mitigation for enterprise accounts and coordinate cross-functional teams. This role focuses on protecting customer relationships, reducing attrition risk, and guiding strategic interventions with senior stakeholders.

Office-flexible role requiring in-office presence three days per week, with a focus on aligning risk strategies with Salesforce’s AI-driven customer success initiatives.

Qualifications

• BA/BS degree required or equivalent work experience.
• 8+ years in account management, escalation management, or related roles.
• Strong written and verbal communication with executives.
• Ability to influence across diverse partners and drive complex discussions.

Responsibilities

• Partner with internal teams to resolve complex customer issues and maximize satisfaction.
• Own a defined portfolio or Cloud, ensuring health and outcomes of risk within scope.
• Serve as escalation point for enterprise-level accounts with high complexity and visibility.
• Act as subject matter expert on lifecycle of critical accounts and best practices.
• Develop trusted relationships with executive leadership and provide consultative advice.
• Identify and drive process improvements addressing systemic risks.
• Track status and resolutions to customers and Salesforce personnel.
• Analyze root causes and trends to drive systemic improvement.
• Balance portfolio with strategic initiatives for measurable impact.

Skills

Account management

Escalation management

Project management

Consultation

Executive communication

Stakeholder management

Critical thinking

Cross-functional collaboration

Education

BA/BS degree

Quantitative/technical degree preferred

Tools

Anypoint Platform

MuleSoft

Slack

Job description

Salesforce is seeking a Customer Risk Manager to lead risk mitigation for enterprise accounts and coordinate cross-functional teams. This role focuses on protecting customer relationships, reducing attrition risk, and guiding strategic interventions with senior stakeholders.

Office-flexible role requiring in-office presence three days per week, with a focus on aligning risk strategies with Salesforce’s AI-driven customer success initiatives.