Customer Risk Manager

Salesforce; Chicago (IL); Híbrido; USD 117.000 - 177.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Office Flexibility

Descripción de la vacante

Salesforce is seeking a Senior Customer Risk Manager in Chicago hybrid roles to deliver world-class risk management for enterprise accounts. You will own a defined portfolio, serve as the main escalation point, and coordinate with executive-level stakeholders to resolve complex issues and reduce attrition.

The role requires 8+ years in relevant fields, a BA/BS degree, and strong cross-functional skills to drive strategic outcomes and customer value in a fast-paced environment.

Formación

• Experience: 8+ years in account management, consultation, project management, and/or escalation management.
• Education: BA/BS degree (quantitative/technical degree preferred).

Responsabilidades

• Partner with internal teams to resolve complex customer issues and mitigate attrition risk.
• Own a defined portfolio or territory and manage health and outcomes of all risk within scope.
• Serve as the primary escalation point for enterprise-level customers with senior stakeholders.

Conocimientos

Account management

Escalation management

Project management

Executive communication

Cross-functional collaboration

Educación

BA/BS degree

Descripción del empleo

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 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.

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.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form. Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.

What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination.

Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications — without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.

This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between.

Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits.

Salesforce offers a variety of benefits to help you live well including:

• time off programs
• medical
• dental
• vision
• mental health support
• paid parental leave
• life and disability insurance
• 401(k)
• an employee stock purchasing program

More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $117,400 - $177,600 annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. There is a different range applicable to specific work locations. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $140,900 - $193,700 per year. Your recruiter can share more about the specific salary range for the job location during the hiring process. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.

We're Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world.

If you believe in business as the greatest platform for change and in companies doing well and doing good – you've come to the right place.