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Customer Risk Manager - MuleSoft

Salesforce· Customer Success
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Indianapolis, Chicago, Atlanta, Seattle, Dallas$117.4k - $177.6kFull timePosted 2d ago

About the role

The Customer Risk Manager delivers risk management to resolve complex customer issues, mitigate attrition risk, and partner with executive stakeholders. Serves as primary escalation point for enterprise-level accounts and coordinates cross-functional resources to navigate sensitive customer scenarios.

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.

Qualifications

  • 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.
  • MuleSoft Platform Expertise: Deep understanding of the Anypoint Platform (API Manager, API Designer, Runtime Manager, CloudHub/RTF deployment models) and core integration concepts — APIs, ESBs, iPaaS, event-driven architecture.
  • Use Case Awareness: Understanding of MuleSoft use cases and how they tie into a customer’s broader digital transformation or Salesforce strategy, including emerging AI/agent governance capabilities like MuleSoft Agent Fabric (MAF).
  • Enterprise Technical Context: Working knowledge of the broader Salesforce Product Suite and general enterprise technical environments to converse with technical stakeholders.
  • Creative Problem Solving: Demonstrated success as a creative technologist with ability to autonomously leverage core resources to resolve complex customer issues.

Skills

Required:Account managementCross-functional collaborationExecutive communication

Benefits

  • time off programs
  • medical
  • dental
  • vision
  • mental health support
  • paid parental leave
  • life and disability insurance
  • 401(k)
  • employee stock purchasing program
  • variety of benefits described in Salesforce benefits page
Last updated Oct 25, 2026. Interested? Apply on the company site.
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