Enterprise Customer Risk & Escalation Lead

salesforce.com, inc.; Indianapolis (IN); Hybrid; USD 117,000 - 178,000; Full time

Job summary

Salesforce is seeking a Customer Risk Manager to own risk health across a defined portfolio and to partner with executive leadership for complex resolutions. This role drives cross-functional solutions, reduces attrition risk, and acts as the escalation point for enterprise accounts.

You will collaborate with Finance, Legal, and Support to deliver proactive risk mitigation, improve processes, and provide strategic visibility to leadership.

Qualifications

• 8+ years in account management, consultation, project management, and/or escalation management.
• BA/BS degree (quantitative/technical) preferred; other degrees or experience may be considered.
• Excellent written and verbal communication; ability to articulate complex issues to executives.
• Proven ability to influence without authority with cross-functional partners.

Responsibilities

• Collaborate with internal teams to resolve complex customer issues and maximize satisfaction.
• Own a defined portfolio or territory with health, prioritization, and outcomes.
• Serve as the primary escalation point for enterprise accounts requiring senior judgment.
• Act as a subject matter expert on the Red Account lifecycle and best practices.
• Build trusted relationships with executive leadership and engage them effectively.

Skills

Account management

Escalation management

Consultation

Project management

Executive communication

Negotiation

Strategic execution

Education

BA/BS degree (quantitative/technical)

Tools

Salesforce

Dashboards

Slack

ETL tools

Databases

Job description

Salesforce is seeking a Customer Risk Manager to own risk health across a defined portfolio and to partner with executive leadership for complex resolutions. This role drives cross-functional solutions, reduces attrition risk, and acts as the escalation point for enterprise accounts.

You will collaborate with Finance, Legal, and Support to deliver proactive risk mitigation, improve processes, and provide strategic visibility to leadership.