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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.

Role Overview

At Salesforce, we help organizations transform how they connect with customers using trusted AI and data. As a Customer Risk Manager, you will lead critical risk mitigation and escalation management strategies to drive customer resolution, prevent attrition, and protect long-term partnerships.

In this role, you will serve as a strategic orchestrator during high-stakes customer scenarios. You will align cross-functional teams, provide executive-level visibility, and navigate complex business challenges to deliver successful outcomes. Whether advising internal leaders or engaging directly with customer executives, your work will turn sensitive customer challenges into long-term success.

Key Responsibilities

Escalation Orchestration: Drive end-to-end resolution of complex, high-visibility customer issues by aligning cross-functional teams across engineering, product, sales, and executive leadership.
Strategic Advisory: Serve as a trusted advisor to internal leadership and customer executives, providing data-driven recommendations and strategic resolution paths.
Risk Quantification: Evaluate the business impact of customer risks to effectively prioritize resources, establish clear action plans, and accelerate resolution timelines.
Executive Communication: Deliver clear, structured, and factual status updates to customer leadership and internal stakeholders.
Systemic Improvement: Analyze incident trends and root causes to identify operational gaps and drive systemic enhancements across Salesforce processes and products.
Cross-Functional Alignment: Facilitate alignment across matrixed organizations to ensure customer expectations are managed transparently and effectively.

Required Qualifications

Bachelor’s degree or equivalent practical experience.
Demonstrated experience in customer escalation management, account management, technical consulting, or enterprise project delivery.
Proven capability to lead through complex, multi-stakeholder business challenges with steady leadership and clear judgment.
Strong written and verbal communication skills, with a track record of translating technical concepts into business outcomes for executive audiences.
Ability to drive timely, decisive action and influence cross-functional teams without direct authority.
Practical experience using enterprise CRM tools and collaboration platforms (e.g., Salesforce platform, reports, dashboards, Slack).

Preferred Qualifications

Strong commercial acumen with experience developing strategies that improve customer retention and business outcomes.
Familiarity with the Salesforce product ecosystem, customer deployment patterns, and enterprise use cases.
Experience utilizing enterprise AI tools to streamline workflows, analyze data, and accelerate issue resolution.

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. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

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.

Customer Risk Manager-1

Benefits

Job Description