Customer Risk Manager

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.
The position is based in Zurich, Switzerland, and follows a hybrid working model, combining on-site collaboration with the flexibility to work remotely in line with Salesforce's hybrid work arrangements.
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, and 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.

Employment type
Full time