Senior Customer Risk & Escalation Manager

100 Salesforce, Inc.; Atlanta (GA); On-site; USD 117,000 - 178,000; Full time

Job summary

Salesforce is seeking a Customer Risk Manager to own a portfolio of enterprise accounts, resolve complex issues, and coordinate cross-functional teams. You will act as the escalation owner, provide strategic guidance, and help prevent churn through proactive risk mitigation.

The role requires 8+ years in account management or escalation, strong executive communication, and deep Salesforce product knowledge.

Qualifications

• BA/BS degree or equivalent work experience; quantitative/technical background preferred.
• 8+ years in account management, consulting, project/escalation management.
• Excellent written and verbal communication; ability to articulate complex issues to executives.

Responsibilities

• Partner with internal teams to resolve the most complex customer issues and drive satisfaction.
• Own a defined portfolio or territory and manage health and outcomes.
• Serve as escalation point for enterprise accounts with senior stakeholders.
• Provide consultative advice and identify process improvements to reduce risk.
• Build trusted relationships with executive leadership across the org.

Skills

Account management

Escalation management

Project management

Executive communication

Negotiation

Cross-functional collaboration

Strategic thinking

Time management

Analytical skills

Salesforce knowledge

Education

BA/BS degree

Tools

Salesforce Cloud Suite

ETL tools

Reporting & Dashboards

AI tools

Job description

Salesforce is seeking a Customer Risk Manager to own a portfolio of enterprise accounts, resolve complex issues, and coordinate cross-functional teams. You will act as the escalation owner, provide strategic guidance, and help prevent churn through proactive risk mitigation.

The role requires 8+ years in account management or escalation, strong executive communication, and deep Salesforce product knowledge.